Support Manager
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4-5years
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
- Leadership and Guidance: Lead the support team by setting clear goals providing direction and motivating staff to achieve targets.
- Service Delivery Management: Oversee the execution of support operations to ensure the timely delivery of solutions to customer issues
- SLA Contract Management: Oversee and ensure compliance with Service Level Agreements (SLAs) for ERP projects with customers maintaining high service standards.
- Project Coordination: Manage multiple Support projects across diverse regions ensuring smooth operations and communication with stakeholders.
- Trend Analysis: Analyze trends and patterns in customer issues providing concise recommendations to improve service delivery and system performance.
- Performance Reporting: Prepare and submit detailed support performance reports for support contracts to customers ensuring transparency and accountability.
- Customer Engagement: Build and maintain strong relationships with customers acting as the primary point of contact for support-related matters.
- Compliance and Security: Ensure adherence to local and international regulations while safeguarding sensitive data
- Tender Participation: Actively participate in tender responses particularly for support requirements ensuring alignment with the tender requirements and organizational capabilities.
Requirements
- Bachelors degree in IT Computer Science or related fields.
- Must possess a minimum of 3 years of proven experience in implementation and support in ERP projects
- Must have a minimum of 2 years of proven experience as IT support manager or Customer Account Manager.
- Strong knowledge of ERP systems like EPICOR SAP or related
- Experience in system development and customization is a significant advantage.
- Excellent communication problem-solving and customer relationship management skills
- Ability to work in a cross-functional team including in system design development and administration.
- Must have customer management skills and be results-driven.
- Ability to manage multiple projects and prioritize tasks effectively.
- Analytical mindset with a focus on continuous improvement
- Must be ready and able to manage overseas and local projects
- Must be ready to travel outside Tanzania
Employment Type
Full Time
