This position isTargeting Black, Indian and Coloured persons with disabilities. WHEELCHAIR FRIENDLY ENVIRONMENT
Knowledge:
Understanding of customer management and customer expectation management
Understanding operational management
ITIL and project management methodologies (Prince 2)
Matric / Grade 12 or SAQA accredited equivalent* - essential
Commerce Degree/Diploma (BCom/BSc) or SAQA accredited equivalent* - essential
ITIL certification - advantageous
Project management qualification - advantageous
5-8 years relevant experience of which at least 3-4 years in a corporate organisation within a service and sales environment
Proven track record in a corporate service environment
Proven exposure to international business environment
Experience with working in a matrix environment desirable
Customer facing experience
OUTPUTS
Project management skills (ideally Prince 2 qualified)
Customer relationship skills
Excellent communication skills Business Communication skills - fluent in both written and verbal communication
Team player, ability to work in an international and virtual team environment
Self motivated
Business analytic and reporting skills – essential
Responsible for the planning and managing of MNC accounts in-country (ITIL Service Delivery):
Responsible and accountable for the delivery and project management of local customer projects (migrations, account closures managed service projects, etc) in time and to budget.
Supports the Global Service Manager in delivering global projects in time and to budget through the above.
Works with and supports the Global Programme Manager on delivery of complex programmes (Complex RFP implementations, technology and led programmes) in a local country
Responsible and accountable for implementing network changes to support specific customer projects.
Give support to the Global Service Manager in the implementing of global product trials and pilots within a country (Service specific i.e. MSM)
Work with the Global Programme Manager on implementing global product trials & pilots in country (i.e. VAS, One Network, Technology led programmes)
Responsible for service account planning at a local level for conducting regular in country service reviews with the customer
Support the Global Service Manager in global service planning through the above.
Responsible for inputting into local country contract service renewal elements; support the Global Service Manager in global service reviews through providing the local element
Support the Global Service Manager in CDI action planning
To manage in country live services for customer ("in-Life") (ITIL Service Support)
Responsible for ensuring that local product activations and de-activations are carried out promptly
Support the Global Service Manager on delivering global product and service activation and de-activation projects in time and according to customer expectations
Responsible for ensuring that the local business carries out service activations promptly
Responsible for the implementation of local network changes as and when required, liaise with network on coverage and quality issues
Overall responsibility for incident management at local level (anything that impacts the customer experience, i.e. network outage, billing queries, etc.) (Responsible for the management, resolution and status reporting of these)
If the incident is part of a global incident, provide support to the Global Service Manager in addressing the local country part of global incident * Has responsibility for problem management at local level (working with the local country to identify and address process issues in service processes)
Ensure that service levels from all areas of the local company are managed, maintained and improved
Responsible for escalating within the local network and service issues within the local country
Support the Global Service Manager in any local actions that are required for the generation of global (central) invoicing Support the Global Service Manager generating customer specific local billing/usage reports through (UMIS/MSM)
Performance Reporting (ITIL Service Support):
Reporting network/service KPI's to local chooser (including updates on operational issues)
Supporting the Global Service Manager in reporting country specific KPI's at global level to global chooser.
Responsible for providing in-country elements for global MNC bids:
Provides support to the Global Service Manager in developing a global proposal in country, local service elements
Support the Global Programme Manager in Complex Managed Services led bids.
Deliver new products (PRINCE 2/MSP Programme management):
Provide assistance in the development of global products as required
Support the Global Service Manager in the development of service revenue opportunities within an MNC account.
Be the key contact point for local country to MNC and MNC to local country:
Drive through cost saving technologies to the customer and other e-commerce capabilities
Ensure that MNC messages and initiatives are communicated to the local country
Communicate local service initiatives and service improvements to MNC
Work as an effective member of a geographically dispersed account team:
Work as part of the MNC Account team with the Global Account Manager, Global Service Manager, Global Programme Manager as well as the National Account Manager
1. Do you have aMatric / Grade 12 or SAQA accredited equivalent? (Yes Required)
2. Are you ITIL Certified? (Yes Required)
3. Do you have a Commerce Degree/Diploma (BCom/BSc) or SAQA accredited equivalent? (Yes Required)
4. Do you have a Project Management Qualification? (Yes Required)
5. Do you have 5-8 years relevant experience of which at least 3-4 years in a corporate organisation within a service and sales environment? (Yes Required)
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