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Service Delivery Manager

Adexen

Lagos, Nigeria

Job description

Job Introduction

    Adexen was mandated by a leading IT & Telecom company to recruit a Service Delivery Manager for its operations. The position is based in Lagos.

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 relevant customer base.
    • 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 demand.
    • 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 on boarding and migration process.
    • 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
    • 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
We thank all applicants however only those selected will be contacted.

Industry

Information Technology

Job Seniority

Manager

Job Category

Business Development

Employment Type

Full time

Experience

10 - 15 years

Skills

-

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