Service Managers at e.Stream Networks Limited

Job purpose

• The Service Manager is responsible for planning, coordinating and controlling the activities of the service desk and call centre team to maintain and enhance customer relationships and meet organizational and operational objectives.
• The incumbent is responsible for leading his/her team to support service quality.

Duties and Responsibilities
Strategic Insight and Integration:

• Strategizes, plan and co-ordinates the activities of service desk unit (service desk, call centre, and front desk)
• Develop service support procedures, policies and standards
• Responsible for staying abreast of current technologies, industry trends and regulations as it relates to Service Management and recommend improvement plans

Technical / Analysis and Problem Solving:

• Co-ordinate and manage incidents and requests including incidents on vendor deployed services
• Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by service desk team
• Lead the resolution of major incident
• Ensure documentation of all incidents and user requests
• Responsible for having thorough understanding of regulatory requirements with respect to service management
• Analyzing statistics or other data to determine the service level provided by e.Stream
• Responsible for ensuring that service level target is adhered to during incident resolution process.
• Maintenance of existing customer accounts through Customer Retention Ratio (CRR)
• Periodic review of existing resources (personnel, monitoring tools and systems) to ensure quality service support delivery

Leadership:

• Provides leadership for incident management process and accountable for the entire incident management process through to resolutions lifecycle.
• Provide overall leadership for the department and responsible for the overall performance of the department
• Create and drive a vision for the department in line with corporate goals
• Lead and motivate team members, promote discretional behaviours among employees and encourage them to deliver quality results
• Interpersonal, Relationship Management & Collaboration
• Constantly liaise with service management team and all stakeholders to ensure customer satisfaction

Communication:

• Collation of all service imparting incidents and reporting on a weekly/monthly basis to Top Management

Customer Focus:

• Maintain constant communication with the customer, identify potential issues, and drive appropriate solutions.
• Work with customers face-to-face or via telephone, attending on-site meetings when necessary.
• Developing feedback or complaints procedures to be used by customers

Financial Management:

• Increasing revenue through quarterly business chargeback reduction by prudent surcharge negotiation.
• Responsible for the development of the department’s budget
• Adhere to and manage the approved budget

Requirements
Education & Work Experience:

• B.Sc/HND, M.Sc in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline
• At least 7 years of customer support experience, part of this working as a Service Desk Manager/Team Leader role

Competency, Skills & Certifications:

• ITIL certified or have knowledge of ITIL. CCNA
• Customer service, Soft skill, Service Mgt training and other relevant certificate applicable
• Strong knowledge of Information and Systems Technology
• Experience in the use of software applications including the Microsoft Dynamics CRM
• Technical understanding of network infrastructure.
• Ability to drive initiatives independently.
• Planning and organizing skills
• Presentation Skill
• Leadership
• Relationship & People Management
• Process Improvement
• Tracking Budget Expenses
• Developing Standard Operating Procedures
• Service Desk Experience
• Emphasizing Excellence

KPIs:

• Reducing surcharge arising from delay incident resolution
• Improve Customer satisfaction to reduce churn rate
• Coaching Associates
• Maintain good relationship with Vendors & Customers
• Ensure proper documentation of customer records.
• Strict Compliance to QMS Standards.