Service Delivery Manager

Company Details

Adexen is an international HR consulting firm providing business services in Europe and Africa · Explore the latest jobs· We have been mandated by a leading IT & Telecom company to employ an individual for its operations in the job post below:

Employment Title: Service Delivery Manager

Area: Lagos
Employment Type: Full time
Industry: Information Technology
Job Seniority: Manager
Job Category: Business Development

Responsibilities

  • Manage the delivery of services to Company’s Clients promoting the continuous improvement of productivity, service quality and customer satisfaction.
  • Accountable for managing service delivery for all Clients.
  • Provides a focus for SLA management and customer satisfaction across the relevant customer base.
  • Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
  • Continuous and demonstrable improvement of productivity resulting in increased cost-effectiveness and value. Be able to evidence these savings across the relevant customer bases.
  • Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Company Service Delivery governance guidance.
  • Ensures capabilities and capacity to meet both existing and new business demands.
  • Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
  • Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including other Company service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
  • Ensures robust tools and where relevant technological platforms are in place to support customer environment and best service solution.
  • Motivates develops and mentors other service delivery employees and managers where relevant
  • Maximizes Clients growth opportunities.
  • Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability.
  • Lead the management of all clients onboarding and migration processes.
  • Provide relevant support for Company certifications as appropriate.
  • Provides support to new business opportunities.
  • Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
  • In conjunction with the Business Development Manager, defines requirements for new services in line with Service Line Strategy.
  • Ensures such offerings are professionally introduced, accepted and delivered.

Desired Skills and Experience

  • Bachelor’s Degree in a relevant field from a recognised University
  • A Master’s degree is a plus
  • Previous 10 years working experience in a similar senior role within an international IT & Telecoms organization
  • Client service management experience.
  • Outstanding organizational and time management skills
  • Excellent communication and leadership skills
  • Analytical thinker and problem solver
  • Team leader.
Application Closing Date

Not Specified.

Note: We thank all applicants however only those selected will be contacted.

Sounds interesting?

Please click the Apply For Job button below to get started

To apply for this job please visit www.adexen.com.

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