Network Recruitment are currently seeking candidates for their open Service Delivery Manager position in Johannesburg, Gauteng through Go Job Search. Are you an experienced candidate looking to take up a Service Delivery Manager role such as with an industry leading company like Network Recruitment?
A Globally known, international IT/ Credit Risk organization is looking for a Service Delivery Account Manager to join their offices in Johannesburg. They are looking for a strategic and analytical Service Delivery Manager. They have a hybrid working module.Requirements: Bachelor’s Degree in Information Technology, Computer Science or related field.ITIL V3/ V4 certification is an advantage.At least 4 years’ experience in a Customer Service Manager position.At least 6 years’ experience in a Technical Service Desk environment.Proven leadership skills in a Service Desk environment working in the IT sector.Experience in the fibre/ networks industry.Proficient experience in all Microsoft applications.Valid Driver’s License and own vehicle is preferred. Responsibilities: Handle all the daily operations and procedures relating to client services.Run and always reinforce the alignment of all initiatives to the company goals, values, and strategic initiatives.Develop inventive solutions to improve customer experience.Development of Internal processes and maintenance.Work with Service Delivery Managers and Product Managers ensuring effective handovers of new customers to the service team.Ensure that all the client service requests are resolvedEscalation and fault management.Lead and implement plans for enhancing the usage of self-serviceEnsure adherence to statutory regulations, organizational standards, guidelines, policies, and procedures.Ensure management of metrics and SLA’s.Manage quality assurance surveys to determine customer satisfaction and use the findings to improve on areas of where needed.Assist with Incident Management (internally).Change/Problem Management and Major Incident Management.Deliver reports on customer support metrics, key operational issues and status updates on any key initiatives that include client service.Take accountability in all projects undertaken by clients, ensure that effective management occurs, and deliverables are accomplished in a timely cost-effective manner.Assist in responding to customer queries, complaints and follow through where necessary.Build and maintain trusted, profitable relationships with key customers.Oversee the relationship with customers and build new relationships.Resolve customer complaints swiftly and efficiently.Keep customers updated on the latest products improvements and features.Meet with managers in the organization to plan strategically.Expand the customer base through upselling and cross-sellingUnderstand key customer individual needs and address accordingly.Know your competition and strategize accordingly. Apply now!For more IT jobs, please visit
Apply now and a member of the team at Network Recruitment will get in touch with you to discuss your career options further.