Head of Client Support Services at Attain Enterprise Solutions Ltd

AESL is implementing a focused revival growth strategy to steer the company on the path of success. The Company requires a highly experienced, dynamic and passionate professional with strong Business Acumen and Leadership capabilities with Solid Client System Support skills to be hired as a full time Head of Clients’’ Systems Support.   

The ideal candidate shall be required to lead major change management programs to address the Company’s Post Project Implementation Systems Support, including guiding and motivating the employees to deliver their best performance, as a team. The successful candidate will also be expected to have excellent people management and communication skills.

About the Role

This is a Senior Management Role with a leading software company. The position is based in Nairobi, Kenya, but the ideal candidate shall be managing operations across all Company’s businesses. You’ll have to maintain control of System Support across diverse Solutions, so we expect you to be an experienced and efficient leader with strong Systems Development, System Implementation, Project Management, people skills, business acumen and exemplary work ethics.

Job Responsibilities

• Oversee the provision of support to all systems and manage all requests for systems and assist to resolve all issues.
• Continuously communicate with the client project manager and other internal stakeholders to ensure visibility to project support status and issues resolution.
• Develop individual project plan, providing a framework for the proactive and successful management of issues, risks and deliverables.
• Provide effective phone and email communication to customers, coordinating regular status calls and other activities necessary to motivate and encourage client staff toward project conclusion.
• Management of Service Level Agreements (SLAs).
• Ensure business growth levels through recommendations of upgrades where appropriate.
• Prepare weekly targets and reports and give the latest status of their work
• Escalate issues on time to the Directors or any other supervisor as directed.

The Skills Required:

• ERP System development skills
• ERP Systems implementation skills
• Time Management - setting and meeting goals
• Personal effectiveness – delegation of duties
• High Achievement – focus on success of set goals
• Solving problems and making decisions
• Good customer relation skills.
• Effective communication – training, presentation and writing
• Ability to work independently
• Team Player

Professional Qualifications:

A graduate in any Discipline with the following specific experience spanning at least 7years;

• Hands on experience in development of ERP Systems especially Dynamics Navision and AX,
• Has undertaken extensive implementations of ERP
• Has skills on Office 365 support
• Very keen on Client Management
• Has in-depth skills on people management