Service Delivery Manager needed at HR Aid
Job title : Service Delivery Manager
Job Location : Lagos
Deadline : May 20, 2024
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Job Overview:
- The Service Delivery Manager is responsible for leveraging technical knowledge to drive service sales and the management of service contracts through delivery of exceptional customer service.
- The Service Delivery Manager is responsible for managing service contracts, facilitating client requests for change, resolving service issues in accordance with SLAs with a goal to ensure service improvement, strengthen client relationships through high level service delivery and ensure the company is positioned for growth.
Key Responsibilities:
- Act as a primary contact for all customer queries and issues.
- Offer exemplary customer service, including maintaining customer relationships and taking care of any customer concerns or complaints quickly and professionally.
- Lead customer interaction on service-related issues and work with technical teams to ensure quick resolution.
- Interact with business team to understand service level agreements and communicate the same to team members.
- Work with the team to develop problem management and service improvement plans.
- Have detailed knowledge of the services provided to each client account, respond promptly to service desk tickets, phone calls, and emails, providing technical support and guidance to end-users.
- Monitor issues, track, and ensure issues are resolve in a timely and effective manner.
- Document all support activities, solutions, and resolutions in the service desk ticketing system for future reference and analysis.
- Maintain the service desk and the service desk team members continuously evaluating desk efficiency.
- Collaborate with other IT teams to identify and implement process improvements and enhancements to enhance service delivery and customer satisfaction.
- Maintain a high level of professionalism, confidentiality, and customer service orientation in all interactions with internal and external stakeholders.
- Act as a point of escalation point for issues reported to the technical teams and follow up to ensure issues are resolved.
- Ensure periodic review of service agreements and coordinate timely renewal of agreements.
- Ensure roll over of service contracts through exceptional customer service delivery.
- Keep abreast of current and new IT trends and methodologies.
- Ensure proper reporting and documentation is done. Provide detailed information and broader data to both teams and stakeholders.
- Maintain documentation for deployments, maintenance, upgrades, and problem resolution activities.
- Services Sales
- Manage the client relationship from a service quality and operations perspective and ensure the company delivers to its service level agreements at the minimum.
- Identify potential customers through lead generation and qualification activities.
- Consult with potential clients to understand their IT needs and challenges.
- Develop customized proposals that showcase relevant IT services and their value proposition.
- Present solutions to clients in a clear and concise manner
- Negotiate contracts and pricing to close deals.
- Track sales activity and report on progress towards assigned sales goals.
Qualifications:
- Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).
- Up to 5 years related work experience in service desk management.
- Must have a passion for IT/Enterprise sales.
- Proven experience in a technical support role, preferably in a service desk or help desk environment.
- Experience delivering client-focused solutions to customer needs.
- Familiarity with IT solutions and technologies including computer hardware, software, operating systems, and networking technologies.
- Qualified candidates can send CVs to talent@hr-aidconsults.com using the job title as the subject of the mail.
How to Apply for this Offer
Interested and qualified candidates should forward their CV to: talent@hr-aidconsults.com using the position as subject of email.
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