Service Delivery Manager in Lagos, Nigeria
Job Description
- Create an orderly architecture for managing the sales process lifecycle
- Proactively monitor and track lead progress, opportunity pipeline and activities via CRM tool
- Track and keep records of sales targets and actual figures and compiling them into reports for management.
- Ensure that business support systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
- Provides a focus for SLA management and customer satisfaction across the relevant customer base.
- Develop feedback or complaints procedure for Customer use
- Define schedule and execute formal customer review meetings
- Provide regular support to the Finance target of the business by managing cost of sales
- Collaborate with Network Operations in managing unexpected operational events
- Provide support for all customer satisfaction issues and ensures root-cause analysis is conducted and a corrective action plan is followed through
- Develop retention and loyalty plan for Main One customers
- Ensure up to date records of all customers and documentation of their agreements, designs, correspondence / build customer database for easy accessibility.
- Define, maintain and manage Service Level Agreements with various business areas
- Ensure SLA’s are achieved and client expectations are met (or exceeded). •
- Ensure that systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
- Ensure effective monitoring, control and support of service delivery •
- Develop and drive initiatives toward improved service delivery and customer service experience •Organize reviews of processes and procedures required to meet customer needs.
- Analyse statistics relating to IS Metrics and performance
- Ensure preparation and presentation reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
- Manage customer expectations and ensure overall customer satisfaction
Requirements
- Bachelor's degree in relevant disciplines
- 10-15 years experience with at least 5 years in senior Service Delivery role.
- Excellent Interpersonal Skills
- Strong IT Skills: Word, Excel, Power point
- Bid/Tender Management Skills/Experience
- Decisive and able to meet aggressive delivery timelines
- Ability to generate high-quality proposals
- Self starter and proactive
- Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority
- Detailed oriented and able to take ownership of assigned tasks
- Accountable and dependable
- Organised and comfortable handling multiple priorities
- Good understanding of the Company’s products and services
- Strong communication skills and a high energy level
- Familiar with local, state and federal regulations affecting the delivery of the Company’s products and services
- Able to be patient with and handle difficult customers
- Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
- Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
- LLB degree, ITIL, PMP in view
Demand on the Job
- Ability and willingness to work long hours and meet tight deadlines;
- Ability to work with minimal supervision
- Ability to make timely decisions, exhibiting sound and accurate judgment
- Travel required
- Ability to pay attention to details
- Ability to work independently
