Service Delivery Manager at HR Aid

HR Aid Consults (HR Aid) provides professional Human Resource advisory and consulting services to small businesses. We allow small business owners focus on their core business areas while we provide practical and effective Human Resource solutions for their business. We work closely with our clients to understand their business and resource needs and develop strategies to help attract, engage, motivate, compensate, train, manage performance and generally retain a competent and value-driven workforce.

Job Overview:

• The Service Delivery Manager is responsible for leveraging technical knowledge to drive service sales and the management of service contracts through delivery of exceptional customer service. 
• The Service Delivery Manager is responsible for managing service contracts, facilitating client requests for change, resolving service issues in accordance with SLAs with a goal to ensure service improvement, strengthen client relationships through high level service delivery and ensure the company is positioned for growth. 

Key Responsibilities:

• Act as a primary contact for all customer queries and issues.
• Offer exemplary customer service, including maintaining customer relationships and taking care of any customer concerns or complaints quickly and professionally.
• Lead customer interaction on service-related issues and work with technical teams to ensure quick resolution. 
• Interact with business team to understand service level agreements and communicate the same to team members.
• Work with the team to develop problem management and service improvement plans.
• Have detailed knowledge of the services provided to each client account, respond promptly to service desk tickets, phone calls, and emails, providing technical support and guidance to end-users.
• Monitor issues, track, and ensure issues are resolve in a timely and effective manner. 
• Document all support activities, solutions, and resolutions in the service desk ticketing system for future reference and analysis.
• Maintain the service desk and the service desk team members continuously evaluating desk efficiency.
• Collaborate with other IT teams to identify and implement process improvements and enhancements to enhance service delivery and customer satisfaction.
• Maintain a high level of professionalism, confidentiality, and customer service orientation in all interactions with internal and external stakeholders.
• Act as a point of escalation point for issues reported to the technical teams and follow up to ensure issues are resolved.
• Ensure periodic review of service agreements and coordinate timely renewal of agreements.
• Ensure roll over of service contracts through exceptional customer service delivery. 
• Keep abreast of current and new IT trends and methodologies.
• Ensure proper reporting and documentation is done. Provide detailed information and broader data to both teams and stakeholders. 
• Maintain documentation for deployments, maintenance, upgrades, and problem resolution activities.
• Services Sales
• Manage the client relationship from a service quality and operations perspective and ensure the company delivers to its service level agreements at the minimum. 
• Identify potential customers through lead generation and qualification activities.
• Consult with potential clients to understand their IT needs and challenges.
• Develop customized proposals that showcase relevant IT services and their value proposition.
• Present solutions to clients in a clear and concise manner
• Negotiate contracts and pricing to close deals.
• Track sales activity and report on progress towards assigned sales goals.

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent work experience).
• Up to 5 years related work experience in service desk management.
• Must have a passion for IT/Enterprise sales.
• Proven experience in a technical support role, preferably in a service desk or help desk environment.
• Experience delivering client-focused solutions to customer needs.
• Familiarity with IT solutions and technologies including computer hardware, software, operating systems, and networking technologies.
• Qualified candidates can send CVs to [email protected] using the job title as the subject of the mail.

Method of Application