Manager Service Delivery

Location:  Lagos

Salary Compensation: 9 million gross

Email Address: ict@oscartemple.com  (Share your Resume to this email with the Job title as subject)

Industry: ICT

Responsibilities:

• Accountable for managing service delivery for all the organization Clients.
• Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
• Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base.
• Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with the organization Service Delivery governance guidance.
• Ensures the organization, capabilities and capacity to meet both existing and new business demand.
• Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole ‘virtual’ service team, including other Organization service partners and suppliers to ensure a seamless end-to-end delivery of service for clients.
• Ensures robust tools and where relevant technological platforms are in place to support customer environment and best service solution.
• Motivates, develops and mentors other service delivery employees and managers where relevant
• Maximizes Clients growth opportunities.
• Champions team-working, re-use, knowledge sharing and promotes the increased use of Shared Services capability.
• Lead the management of all clients on boarding and migration process.
• Provide relevant support for the Organization certifications as appropriate.
• Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
• In conjunction with the Business Development Manager, defines requirements for new services in line with Service Line Strategy. Ensures such offerings are professionally introduced, accepted and delivered.