Service Manager

Responsibilities:

• Ensuring the correct and proper delivery of customer support services to our customers.
• Ensuring that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness.
• Take ownership of customers issues and follow problems through to resolution
• Guide the sales and presales team in any projects pertaining warranty and operations and maintenance contracts in terms of pricing, selecting and designing the suitable solution.
• Taking ownership of customer service to increase the sales volume LoB Margins
• Responsible for the financial and commercial performance of delivered customer support services
• Ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer happiness.
• Follow agreed Services processes and standards
• Act as escalation path for major and critical incidents to ensure service is restored urgently
• Ensure Vendors amp; suppliers fulfil their contractual obligations, especially regarding SLAs for incidents, root cause analysis, monitoring trends and problem resolution.