Client Services Manager Vacancy, Jagal group
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Client Services Manager Vacancy, Jagal group
Jagal Group is a leading Nigerian conglomerate with operations in the Oil & Gas, Construction, Manufacturing, FMCG and Technology industries. The company has been growing successfully over the past 40 years, and has become a valuable and respected contributor to the development of the countryâs economy.Jagal Group is a highly respected member of the Nigerian business community and is consistently amongst the leaders of its business sectors.
Job Status: Full Time Job,
Rack Centre Limited is a new start-up Data Centre company in Nigeria. The company offer an integrated solution centre to provide Co-location data hosting services to telecommunication companies, banks, internet service providers and other companies within Nigeria. The role will be to lead the technical team responsible for Data Centre configuration, Space Planning, Transmission Planning and Integration.Key Aims and Objectives:Manage the delivery of services to RC Channel Partners promoting the continuous improvement of productivity, service quality and customer satisfactionResponsibilities and Duties:Accountable for managing client service delivery for all RC Channel Partners
Provides a focus for SLA management and customer satisfaction across the relevant customer base. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with Rack Centre Service Delivery governance guidance
Ensures resources, capabilities and capacity to meet both existing and new business demand
Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole âvirtualâ service team, including other Rack Centre service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
Ensures robust tools and â where relevant â technological platforms are in place to support customer environment and best service solution
Motivates, develops and mentors other service delivery employees and managers where relevant
Maximizes Channel Partners growth opportunities
JOb QualificationsStrong client focus â ability to operate at prime customer contact level typically at senior manager/director level
Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an international environment
Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
Strong development focus â advocate of developing employees, teams and the business
Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment
Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
Experience in outsourcing bids, from pre-sales to successful implementation, preferably including in an international setting
Thorough understanding of customerâs business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet customer requirements
Strong communicator at all levels
Systems and IT literate
Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
Relevant university degree and/or professional qualifications (e.g. ITIL and PMP)
Role model in performance standards and demonstrates and champions behaviour that is in line with HPOE (High Performance Operating Environment) values:
External Focus High Expectations Sense of Reality Speed Knowledge
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