Service Manager at Nexio

Key Responsibilities:

• Manage Service Delivery: Oversee the delivery of services to clients, ensuring they meet agreed service level agreements (SLAs) and operational level agreements (OLAs).
• Client Relationship Management: Develop and maintain strong relationships with clients, handling their expectations and resolving any issues that arise.
• Team Leadership: Lead and manage service operational teams, ensuring they are adequately trained and resourced.
• Service Improvement: Implement continuous improvement initiatives to enhance service delivery processes and procedures.
• Monitoring and Reporting: Track service levels, prepare regular reports for stakeholders, and ensure compliance with service delivery standards.
• Risk Management: Identify and manage risks associated with service delivery.
• Collaboration: Work closely with other departments to ensure seamless service delivery.

Qualifications & Education Requirements

• Education: bachelor's degree in business, IT, or a related field.
• Experience: Several years of experience in service delivery management or a related role.
• Certifications: Relevant certifications such as ITIL can be beneficial.

Experience Required

• 8/10 years of experience in an incident/event management environment (Essential)
• Expert understanding with ARS fault management system (Essential)
• Experience in SLA management (Advantageous)
• High level of IT knowledge and experience (Advantageous)
• Cellular infrastructure knowledge (Advantageous)

Knowledge and Skills Required

• Leadership: Strong leadership and interpersonal skills to manage teams and client relationships.
• Problem-Solving: Ability to identify and rectify service delivery issues, including conducting root cause analysis.
• Communication: Excellent communication skills for effective stakeholder management and post-incident reviews.
• Technical Knowledge: Understanding of service delivery processes and methodologies.
• Customer Focus: Passion for delivering end-to-end customer-driven solutions.

Special Requirements

• Must be prepared to work outside of “working hours”.
• Must be able to report to different reporting lines simultaneously.