Dubai, United Arab Emirates
Job Title
Service Delivery Manager
Location
Rosebank, South Africa
Job Type
Full Time
On-siteDeadline
28 Sep, 2024
Company Description
OUR STORYWith a history of successful C-Level Executive placements, LoNMG has become the hub for most Corporates globally when they are looking for leaders who have a reputation for growing businesses and bringing change in the Corporate world.LoNMG Executive Search and Consulting LLC brings huge cost savings and measurable value addition to any forward thinking organisation that wants to translate its winning strategy into tangible success. As head-hunters within various industries, we are stro... Read more
Skills
Proficient command of English
Technologies: (Products, Programming languages)
Methodologies (project management, presentation)
Minimum of 5 years in Service Delivery Management
Description
JOB GOALS (HIGH LEVEL DESCRIPTION)
- Correctly channel service support requests from External and Internal Customers (e.g. Sales) to the correct delivery teams.
- Handle external and internal customer escalations.
- Continuously and pro-actively provide communication and updates to all parties until service support requests are resolved.
- Act as the ‘firewall’ between Internal customers and operational teams, ensuring that Internal customers are timely provided with progress reports while delivery teams have absolute clarity on desired outcomes to achieve customer excellence.
- Track all service support requests by category and priority using Kanban methodologies and tools. Optimize the request funnel. Prioritize requests while maintaining the optimal output flow (delivery rhythm).
- Provide real-time and historic support performance reports using dashboards and visualisations, ensuring all internal stakeholders are continuously aware of the service