Service Support Manager at Soft Alliance & Resources Limited

Role Description

• This is a full-time on-site role for a Service Support Manager located in Ikeja. The Service Support Manager will be responsible for ensuring customer satisfaction through technical support, troubleshooting, and excellent customer service. The Service Support Manager will also be responsible for operations management and maintaining high levels of service quality. As a Support Services Manager, you will be responsible for ensuring the successful
• delivery of services to clients, meeting contractual obligations, and maintaining high levels of customer satisfaction. You will lead a team of service professionals, collaborate with internal departments, and work closely with clients to understand their needs and expectations. Your role is critical in maintaining service quality, managing escalations, and driving continuous improvement in service delivery processes.

Key Responsibilities:

Service Strategy and Planning:

• Develop and implement service management strategies aligned with organizational goals.
• Collaborate with key stakeholders to understand business requirements and translate them into service delivery plans.

Client Relationship Management:

• Serve as the primary point of contact for clients, understanding their needs and ensuring services align with their expectations.
• Build and maintain strong relationships with clients through regular communication and service reviews.

Service Delivery Oversight:

• Lead the service delivery team to ensure timely and quality delivery of services according to client agreements.
• Monitor service performance against key performance indicators (KPIs) and
• service level agreements (SLAs).

​​​​​​​Service Desk Operations:

• Oversee the day-to-day activities of the service desk, including incident management, service requests, and problem resolution.
• Ensure that service desk operations align with defined service level agreements (SLAs).

​​​​​​​Customer Support:

• Act as a point of escalation for complex technical issues, working closely with the service desk team to find timely resolutions.
• Maintain a customer-centric approach, ensuring a positive end-user experience.

​​​​​​​Team Leadership:

• Manage and mentor a team of service professionals, fostering a collaborative and high-performance culture.
• Provide guidance and support to the team to ensure effective service delivery.

​​​​​​​Continuous Improvement:

• Identify areas for improvement in service delivery processes and implement measures to enhance efficiency and quality.
• Conduct regular reviews and analyses of service delivery performance, recommending and implementing improvements.

​​​​​​​Escalation Management:

• Handle and resolve escalated issues, working closely with both internal teams and clients to find effective solutions.
• Implement preventive measures to minimize future escalations.

​​​​​​​Contract Compliance:

• Ensure that service delivery complies with contractual agreements and service level commitments.
• Collaborate with legal and contract management teams to address any contractual issues.

​​​​​​​Resource Management:

• Manage resources effectively to meet service demands, including staffing, training, and resource allocation.
• Collaborate with HR for recruitment and training needs.

​​​​​​​Performance Reporting:

• Prepare and deliver regular reports on service delivery performance to clients and internal stakeholders.
• Analyze performance data and provide insights for continuous improvement.

​​​​​​​Risk Management:

• Identify and mitigate risks associated with service delivery to ensure uninterrupted services.
• Develop and implement risk management strategies.

Qualifications

• Experience in Customer Satisfaction, Customer Service, and Operations Management
• Strong technical support and troubleshooting skills
• Excellent written and verbal communication skills
• Strong leadership and people management skills
• Experience in the IT industry is a plus
• Bachelor's degree in Business, Information Technology, or a related field.
• A master's degree is a plus.
• Proven experience in service delivery and support management, preferably in a technology or consulting environment.
• Strong leadership and team management skills.
• Excellent communication and negotiation skills.
• Analytical mindset with the ability to solve complex problems.
• Knowledge of IT service management frameworks (e.g., ITIL).
• Project management experience is beneficial.