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A leading expert on the unique and extreme challenges that scarcity of human capital in Africa poses, African Management Services Company (AMSCO) has been providing human capital solutions to African industries for more than 25 years. We work with a wide variety of clients ranging from private and public investors, SMEs and large companies through to indu...
Job Purpose/Summary:
Reporting to the Chief Technical Officer (CTO), the Service Delivery Manager (SDM) – Nairobi is fully in charge of all service delivery, customer service, customer support, customer maintenance activities in Kenya, with specific emphasis for Nairobi and Central Regions. In the Coast and Western regions, he/she will work closely with the respective SDMs stationed in the respective regions. The role entails services delivery (implementations and modifications) and the provision of customer services (phone support, field support) to LTK customers (corporate and retail) in Kenya.
The role is responsible/accountable for:
Key Responsibilities:
- Development of service benchmarks
- Achievement and exceeding of service benchmarks
- Quick resolution of faults
- Implementation of churn prevention measures
- Dealing with customer escalations and meeting their expectations
- Continuous quest to get feedback and improve the customer experience
- Working closely with all LTK Technical Teams to ensure that:
- Well defined and effective customers implementation processes
- Revenue is realized as soon as possible, within CIT guidelines
- All new customers are happy with the onboarding process
- Working closely with all LTK Teams including the Customer Implementations Manager and LTK appointed/certified contractors to ensure:
- Excellent relations between your team and the rest of the company
- Excellent relations between LTK, its customers and service delivery contractors
- Attend meetings with customers, both proactive and reactive. Relationship building with key customers
- Quality leadership to achieve and sustain optimal motivation, commitment and participation of staff to achieve personal and company objectives
- Maintain effective Customer Implementation teams, retail & corporate
- Maintain effective and inspired Services Delivery teams, retail & corporate - Clear definition of roles and responsibilities of each team member
- The right people in the right positions - Development of their skills and knowledge
- Performance management for the teams. Appropriate key performance indicators are set and regularly reviewed - Foster team work
- Development and documentation of yearly and quarterly departmental plans
- Succession planning at all levels
- Keeping track of new industry trends and technologies
- Financial management including, review and vetting technical invoices, completion certificates, and quotations from LTK Contractors
- Monitoring and optimization of costs in Service Delivery, adherence to budgets and regular reviews for improvement
- Ensuring COS is in line with the budget
- Regular and appropriate implementation of cost cutting measures. Management of costs in services provision
- Convert customer problems into up/cross selling opportunities
Key Result Areas:
Personal attributes:
Qualifications, Skills & Experience:
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