JOB TITLE: Service Manager
REPORTING TO: GM: Services

OVERALL PURPOSE OF THE JOB:
To manage relationships and service level agreements with existing and new clients, ensuring a high level of service and client satisfaction.

MAIN RESPONSIBILITIES/TASKS:
- Manage existing and new clients. Some of the key performance indicators for this position will be the client satisfaction index and net promoter score (NPS) ratings
- Manage and maintain service level agreements with clients as well as to identify and respond to upgrade opportunities and service change requests
- Collaboratively work with the BDM to grow white space in existing clients
- Manage and grow relationships with clients and ensure retention of the client base
- Compile and update the monthly / weekly / daily reports on client service activities
- Induct new clients in accordance to the Contract Change process
- Take ultimate accountability for driving the entire client services process for existing and new clients
- Take ownership of client issues and manage problems through to resolution
- Keep accurate records and document client service actions and discussions
- Increase client satisfaction, loyalty and retention, also ensuring that client service is promoted throughout the company
- Fulfil the role of trusted advisor to existing and new clients
- Identify, qualify and manage opportunities within the existing clients, and facilitate client introductions as required with relevant team members
- Ensure that the client matrix is updated timeously as required
- Assist clients with tests and invocations
- Manage pre-test and post-test meetings and attend internal test forums.
- Ensure that all Pre and Post – test reports are handled accurately and any potential short fallings specific to the client are resolved and corrected and a plan is put in place to prevent reoccurrence
- Manage the tracking of client billing, follow up on payments, resolve discrepancies
- Ensure that ad-hoc services are billed, where applicable
- Communicate timeously with clients by telephone, email and face-to-face
- Present to and communicate with the C-suite of clients
- Ensure that the internal company processes are completed diligently and timeously
- Contribute to the development, improvement and automation of processes
- Manage the formal communication between the company and the client including but not limited to monthly / weekly / daily reports as required by clients and associated SLA’s.

OTHER FEATURES OF THE JOB:
- Own transport and valid drivers license
- Flexibility to work after normal working hours
- Weekend work may be required based on client tests / invocations / projects
- Willingness to travel to other sites and throughout Africa

MINIMUM EDUCATION, QUALIFICATIONS, EXPERIENCE REQUIRED BY CANDIDATE:
- Matric
- Minimum of 5 -7 years in ICT related industry, at least 3 of which is in a Services Manager or similar role

OPTIONAL/ADDITIONAL EDUCATION, QUALIFICATIONS, EXPERIENCE BY CANDIDATE:
- Tertiary education, preferably in a technical or business degree or diploma, or Project Management qualification
- Knowledge of Business Continuity, back-up and Resilience practices BCI or equivalent certification.

CANDIDATE ATTRIBUTES and ABILITIES:
- Good interpersonal skills
- Ability to present to and communicate with the C-suite of clients
- Good work ethics
- Team player
- Ability to perform under pressure
- Results driven
- Ability to think and communicate strategically
- Professional and presentable
- Excellent analytical and problem solving skills
- Exceptional client services attitude