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Specialist – Service Delivery & Customer Management

Johannesburg - The job profile provides information to be used in a wide range of Human Resource decisions such as job evaluation, recruitment and selection, performance management, succession management and training and development. This is a customer facing function in the customer services arena. The role is the single point of contact for all customer issues and are to facilitate delivery, customer value management and retention of contracted services. This is a senior role to manage complex high end and spend customers R1 mil MRC and up. This is a high-profile engagement role.The focus of this role is the includes: Relationship, Contract and SLA Management, Incident Resolution and Escalation Management.Initiate and implement service improvements to network operations, integrated hardware and software, and communications operating systems. As part of the Incident Resolution process, approves the administering of emergency changes and repairs within the environment to meet customer SLA’s. Initiates and directs the enhancement and modification to networks.Develops and maintains Standard Operating Procedures, the SLM process and policy, documents relative network inventories. Carries out audits to ensure compliance requirements are met, maintained and improved on.Analyzes Change Management reports and reports back to customers pre and post changes. Directs the installing and repairing of networks and makes sure that the work is completed successfully.Escalation management, customer visits at all levels of management of key accounts.QualificationsIT / Networking Formal Qualification (3yrs Diploma/Degree)Project ManagementITIL v 3ExperienceA minimum of 12 years in the ICT sector of which min 6 years must have been spent in the telco environmentRelationship Management experience and dealing with customers at all levels is a requirementContract and SLA managementMust have been a service manager on complex outsource accountsUnderstanding of the telecoms industryKnowledge of NPS (Net Promotor Score)Report writing experienceExceptional interpersonal and communication skills, ability to show patience, empathy and courtesy when working with peopleThe ability to identify internal problem or process issues and implement solutionsCustomer orientedExcellent listening skillsAble to perform under pressure
Johannesburg, GT, ZA