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.
