The Senior Manager: Enterprise Client Service (Service Management) provides professional leadership and coordination for an integrated service delivery and service recovery function for Enterprise customers in line with organization’s Enterprise strategy. The incumbent manages Service Relationship and service delivery, driving persistent focus on the Client, supporting Top 100 High Value Customers, Priority and Express class customer base. They leverage technical and managerial expertise to integrate and optimise high performing teams, ensuring superior business performance and exceptional client service, retention and recovery. To achieve business growth targets across all segments by providing relevant and exceptional Services and client support. Context: (Global influences, environmental / industry demands, organizational mission, etc.)Brand strength and profitability in the segments and classes in line with the brandFast moving industry with constantly changing business requirements and technologiesFluid complexities of customer expectations and demandsHighly competitive market with increasing competitionOngoing research and knowledge acquisitionGlobal and local market dynamics and developmentsClient and Technology demand and growth trendsChanges in Clients and organizational needs and behaviorEnsuring a culture of Operational Excellence:Ensure implementation of operational plansDrive and ensure accurate and timely business and performance reporting processDrive and ensure appropriate business predictability across all client projects, Top three Classes (Premium, Priority & Express) Top 100 baseDrive and ensure the right client service organization structure to enable better client experience, Top 100 base, Priority and Premium classesDrive and ensure the right client service processes and procedures across the business, Top 100 base, Priority and Premium classes incl regions supportDrive and ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channelProject Management:Motivate, develop and manage the execution of agreed projectsDrive the implementation, tracking, monitoring and compliance of ProjectsContract management in line with Procurement PoliciesCo-ordinate project reportingEducation:4-year degree, preferably IT or telecommunications engineering relatedExperience:Project management in a client facing roleAt least 3-5 years’ experience in Service Management experience in a management roleAt least 3-5 years’ experience in Vendor Management experience in a management roleLegal and regulatory knowledgeExperience in managing SLA’s, contracts and customersExperience in Partner ManagementExperience in service design and costing#J-18808-Ljbffr