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TANGAZO LA KAZI VODACOM TANZANIA

Global Service Manager

Role purpose:
Responsible for ensuring Vodafone Global Enterprise (VGE) meets all of its Service Obligations to allocate financial customer ensuring retention, profitable growth and customer satisfaction (NPS).
The Global Service Manager will ensure that Vodafone continues to add value the allocated account by understanding the needs of the customer, establishing strategic relationships, managing the service level commitments and proactively driving improvement.
This role interfaces with Customers with a global presence at an executive level, at a local level and global matrix management at an account level. Maintaining key relationships into all functional teams within VF to deliver an exemplary service experience.
His/her role is to manage and lead a team of Client Service Managers (CSMs), providing direct line management support as well as guidance and advice to enable them to effectively manage the contracted services.
Key accountabilities and decision ownership
  • Day to day leadership of the Service capability aligned to nominated accounts and working collaboratively with account teams to own service relationship
  • Provides a senior point of interface and accountability for all aspects of service delivery and assurance to customers
  • Lead best of breed continuous service improvement by ensuring the development and implementation of Service Development and / or Improvement Plans in collaboration with Customers and our OpCo’s, Partners and Affiliates.
  • Accountable for the delivery of all service metrics, in conjunction with local OpCo, Partner and Affiliates service fulfilment personnel, and the Global Account Manager
  • Identifies opportunities for revenue growth - translates customer needs into solutions that enables both the customer and Vodafone profitability
  • Key performance indicators:
  • Global wide NPS and ENPS
  • Global wide account profitability metrics
  • Service and process optimization to improve our Cost to Serve whilst mitigating/reducing service credit penalties
  • Identifying cross sell opportunities to enhance the service experience Core competencies, Knowledge and experience
  • Customer obsessed, able to nurture and manage deep customer relationships on all levels
  • Excellent ‘c’ level communication, stakeholder , influencing and relationship skills
  • Lead a matrixed virtual team of Service Management resources to deliver on the account plan through a matrix management structure. Responsible for all the service aspects of the Account ensuring that Vodafone delivers on its service commitments to the Customer
  • Deep knowledge of technologies across all of telecommunications
  • Self-starter – must be proactive, initiate and drive work streams, able to operate independently and take the initiative.
  • Experience in managing service for financial organizations.
Competencies Experience and Qualifications
  • 3 yrs+ experience leading sales teams of at least 20 FTE
  • Proven Sales Success; min 5 yrs
  • Experience with managing budgets of 100ME
  • University Degree
  • Experience working in multinational matrix organizations
  • Ability to think strategically and drive sales transformation programmes
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