Specialist: Service Delivery (Midrand) at Liquid Intelligent Technologies

Role Purpose

• To manage customer services from order to cash process end to end.  Customer Communication, meeting delivery timeframes and achieving revenue on time is of high priority. The revenue achieved monthly forms part of the AOP bottom-line.

Role Description

Service Delivery Management

• Coordinate the service delivery of clients and ensure that customer requirements are met/exceeded. Engage with cross-functional teams ensuring that service delivery is on time. Engage with customers, ensuring feedback is given timeously.Manage the Order to Cash Process with focus on revenue, delivery count and meeting customer required dates (CRFS).Engage with the Bid Office for RFP responses. Ensure that systems are updated and that Turn-around timeframes are adhered to.

Customer Incident Escalations Management

• Acknowledge, understand and manage customer and Service Delivery issues'-ordinate with the respective internal departments and manage the escalation to resolution speedily. Escalate to internal department management to ensure that the customer issue is resolved timeously. Coordinate and submit progressive and accurate updates to customers on their escalations. Escalate to vendors/3rd party contractors and manage these escalations to resolution to ensure finality on matters.
• Manage internal escalation tracking meetings to ensure all parties remain aware of their role. Attend customer escalation meetings with KAM’s and Operational Teams assuring the customer of Liquids credibility and commitment to service stability. Managing and ensure that all and any arising Action Plans that may arise from the customer meetings are completed within the timeframes committed to customer to maintain high levels of customer satisfaction. Manage and track all revenue and drive outputs to remove any hurdles that is preventing revenue closure.
• On holds – manage and drive back into WIP for execution. Updating BPM comments weekly to ensure visibility and clarity to the external reviewer. Tracking and updating daily commitments with intention to realize the revenue listed. Tracking of PR/PO to ensure contractors have the clearance to commence survey / implementation of a service. Coordinate and close off on all FTU’s.

Customer Satisfaction

• Monitor transaction feedback to ensure it is delivered in line with Liquid’s requirements. Identify areas for improvement of overall customer satisfaction and implement strategies and processes as necessary to constantly improve customer service. Manage and update customers with weekly dashboards for tracking and customer excellence.
• Participate in developing system, process and procedure efficiencies. Participate in training and development programs to ensure service is always at the highest levels. Collaborate with IT to develop reports to drive efficiencies across various departments internally to improve service delivery.

Requirements

• Relevant 3-year Diploma – Engineering preferably: Essential
• Project Management Qualification will be advantageous: Essential
• Microsoft Office proficiency: Essential
• A minimum of 3 years in the ICT sector of which 1 years must have been spent in the Telco environment.
• Relationship management experience and dealing with customers at all levels is a requirement.
• 2 years technical experience and relevant technical certification
• Report writing experience is required.
• Experience in dealing with cross-functional work groups.