To manage and maintain the existing business through a developed client retention strategy and to ensure service delivery to SLAs and continuous service improvement.
CONTEXT To proactively monitor and manage client satisfaction with respect to service delivery. To ensure risk management, service improvement management and capacity management (resources) are performed.
To ensure the consistent implementation of solutions and smooth delivery of service to clients. To take overall responsibility for contractual fulfilment within his client during the service lifecycle.
To nurture the client and cultivate a relationship that will enable new growth opportunities. To prevent revenue leakage and manage scope change billing.
CLIENTS Clients Managing Executives Client Engagement Vendors / Suppliers Business Units POM Other BCX operating divisions ROLES Financial management Continual service improvement Maintain relationships with clients and monitor satisfaction Manage compliance with SLA's Contract management Service level management Supplier management Manage user satisfaction Service lifecycle management
EDUCATION AND EXPERIENCE Grade 12, NQF Level 4 plus relevant diploma or degree, NQF Level 5 / 6 Preferably certification in ITIL Foundation Level 5 -
7 years in Services environment At least 10 years total IT experience of which at least 2-3 years should have been in management / team leading roles Project Management principles COMPETENCIES Knowledge and Skills : Able to run virtual teams Project management skills Strong problem solving and analytical skills Attention to detail Core Competencies : Delivering results and meeting customer expectations Deciding and initiating action Analysing Planning and organising Coping with pressure and setbacks Following instructions and procedures Persuading and influencing Leading and supervising Presenting and communicating information Entrepreneurial and commercial thinking Working with people Relating and networking