Service Delivery Manager > Kerv Digital for Digital Transformation > Joboolo FR :

The Service Management team is responsible for customer retention by ensuring that KERV’s current customers are satisfied with their products or services.


The role holder's work is expected to be based on relationship building, strong communication skills, and the ability to operate as a team.

The Service Manager is a liaison between the customer and the wider management team within KERV, always acting as the first line of defense whenever potential problems arise.


The Service Manager is expected to be proactive as well as reactive to handle customer concerns and find new ways to prevent these problems from occurring in the future.

Internal:

1. Overseeing cross-functional work areas targeted to resolve issues raised by customers.


2. Managing the customer service operations, which deal directly with customers and act as the first point of contact and/or escalation.


3. Developing, tracking, and reporting on key performance measurements for the business area and presenting this data in service meetings with the customer and internal executive stakeholders.


4. Developing and implementing processes and procedures to improve operational efficiency.


5. Developing the service resources, in particular the templates for service meetings.


6. Always operating with key ITIL principles as the foundation for managing the operational needs of customers.


7. Providing input to the strategy for the Service Management of strategic customers.


8. Managing the inventory of strategic customers.


9. Positioning value-adds for customers in terms of routines, design checks, and process reviews.

External:

1. Managing the risks for service matters.


2. Acting as a point of contact for customers, advocating for their interests and giving voice to their feedback.


3. Reviewing and assessing customer progress and offering recommendations based on results.


4. Ensuring the highest customer satisfaction and return on investment whilst enhancing the customer experience.


5. Defining business objectives for the customer and developing a strategic direction for success.


6. Attending customer meetings and facilitating action/ownership at all times.

Essential Skills

1. Analytical approach to problem solving.


2. Impeccable attention to detail.


3. Self-motivated.


4. Self-managing.


5. Excellent communication skills in all forms.


6. Excellent literacy skills.


7. Calm and personable manner.


8. ITIL exposure.


9. Ability to remain focused under pressure and organized in a fast-paced and pressurized environment.


10. Excellent problem-solving skills.


11. Willing to adapt to the demands and changes of role and responsibility as the business requirements change for the benefit of the business and customer.

Beneficial Skills

1. Understanding of voice recording in a FinTech context.


2. Previous service management experience.