Service Manager

JOB INDEX - 1 month ago - Job Mail

1 month ago

Service Manager

Our client based in Cape Town is looking for a Service Manager to manage relationships and service level agreements with existing and new clients, ensuring a high level of service and client satisfaction

Education and Minimum Requirements

  • Matric

  • Minimum of 5  to 7 years in ICT related industry

  • At least 3 of which is in a Services Manager or similar role

  • Tertiary education, preferably in a technical or business degree or diploma, or Project Management qualification

  • Knowledge of Business Continuity, back-up and Resilience practices

  • BCI or equivalent certification


  • Good relationships and networking skills

  • Good persuading and influencing skills

  • Good presentation skills

  • Good report writing skills

  • Strong problem solving skills

  • Strong numerical reasoning skills

  • Good organizational and time management skills

  • Strong verbal, written and communication skills

  • Proficient in Microsoft Office 365


  • To ensure growth in existing client base

  • Manage existing and new clients.
    Some of the key performance indicators for this position will be the client satisfaction index and net promoter score (NPS) ratings

  • Manage and maintain service level agreements with clients as well as to identify and respond to upgrade opportunities and service change requests

  • Collaboratively work with the BDM to grow white space in existing clients

  • Manage and grow relationships with clients

  • Ensure retention of the client base

  • Compile and update the monthly / weekly / daily reports on client service activities

  • Induct new clients in accordance to the Contract Change process

  • Take ultimate accountability for driving the entire client services process for existing and new clients

  • Take ownership of client issues and manage problems through to resolution

  • Keep accurate records and document client service actions and discussions

  • Increase client satisfaction, loyalty and retention, also ensuring that client service is promoted throughout the company

  • Fulfil the role of trusted advisor to existing and new clients

  • Identify, qualify and manage opportunities within the existing clients, and facilitate client introductions as required with relevant team members

  • Ensure that the client matrix is updated timeously as required

  • Assist clients with tests and invocations

  • Manage pre-test and post-test meetings and attend internal test forums.

  • Ensure that all Pre and Post – test reports are handled accurately and any potential short fallings specific to the client are resolved and corrected and a plan is put in place to prevent reoccurrence

  • Manage the tracking of client billing, follow up on payments, resolve discrepancies

  • Ensure that ad-hoc services are billed, where applicable

  • Communicate timeously with clients by telephone, email and face-to-face

  • Present to and communicate with the C-suite of clients

  • Ensure that the internal company processes are completed diligently and timeously

  • Contribute to the development, improvement and automation of processes

  • Manage the formal communication between the company and the client including but not limited to monthly / weekly / daily reports as required by clients and associated SLA’s

Please visit our website at more details and to register your C.V.