Customer Service Delivery Manager at Blue Label Telecoms

About the Job
Job purpose:

The Customer Service Delivery Manager oversees a number of key functionsthat enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the service delivery team to achieve those expectations to a high standard.
Responsibilities

Service Management

• Maintain high performing service support functions including and Customer.
• Service Desk, Desktop Support and VIP Support.
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.

Service Management

• Promote visibility both internally and externally of systems and services in the capacity both of their functional and measurable objectives and achievements to ensure overall improvement and adherence to quality of delivery of contracted services.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.

Technical

• Work with the Customer Service and Operations Team to ensure that accuracy of delivery and access to information is made available to promote the accuracy of reporting.
• Ensure a key technical focus on the delivery of services and making the Operations Team aware of SLA breaches, quality of work and customer expectations.

Performance and Quality

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.
• Provide regular and accurate management reporting on IT Service performance.
• Interrogate monthly analytics and other data in order to make business and technical recommendations to customers and internal employees.
• Ensure effective dialogue between business and IT role players.

Documentation

• Ensure delivery of SLA and operational engagement models in order to ensure that IT adheres to contracted work and measured against deliverables.
• Obtain agreements and sign off any changes to be processed by stakeholders.

Team Management

• Through effective inspirational leadership, facilitate the creation of accountable, full service teams who understand and strive to meet the needs of all stakeholders.
• Role model behavior and motivate team members in line with the core values.
• Take full responsibility for performance of all direct reports, motivating and managing them in relation to quality standards and agreed benchmarks and objectives, focusing on all aspects of sound people management: Provide support and guidance on career path planning, on-the-job training, coaching and mentoring to direct reports.

Self-Management

• Follow through to ensure that personal quality and productivity standards are consistently and accurately maintained.
• Demonstrate consistent application of internal procedures.
• Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational needs.

Qualifications & Experience

• Matric
• Relevant post graduate qualification (Business Management, Customer Services related).
• 4 years’ experience in same or similar role.