Job DescriptionA mid-career level position that project manages the successful transition of mobile solutions for Business customers across a wide range of services and solutions including mobility and IoT. The role focuses on supporting the Account Manager in delivering the service to customers, and ensuring operational teams readiness.Duties & ResponsibilitiesLead to ensure that all customer projects are completed within agreed time, cost and quality objectives.Manage scope of work, budget, timeframes and quality of deliverables.Focus on providing exceptional Client Experience.Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing.Ensure that regular CSAT surveys are conducted to monitor client satisfaction.Work closely with sales team to provide a premium service to our clients.Develop and drive the execution of agreed projects.Drive the implementation, tracking, monitoring and compliance of Projects.Contract management in line with Procurement Policies.Co-ordinate project reporting.Ensure effective implementation of the integrated project management model.Ensure that all projects are transitioned on-time, within scope and in compliance with corporate standards.Communicate with stakeholders frequently to keep them informed.Ensure quality delivery of service to the client.Be the point of escalation for all service delivery issues.Identify, assess and communicate the impact of changes affecting the customer or service delivery.Manage service delivery SLA achievement and high level of customer satisfaction.Monitor overall performance of services and timelines to deliver.Communicate effectively around issues and opportunities.Build, maintain and analyze service reports to address any possible delays before they occur.Distribute service reports weekly to key internal personnel and clients, raising any potential issues.Remove all obstacles to customer satisfaction and/or financial performance.Work with the client and operations team to identify and manage service improvement activities.Propose amendments to improve processes.Develop and implement processes with clients to ensure effective information flow to speed up delivery timelines.Ensure operations teams are aware of changes and are prepared.Build personal relationships with key client staff.Collaborate with senior management on client account management and growth.Provide excellent customer service and manage customer relationships tactfully and resolutely.Deliver technical presentations competently.Interface with customer "executive" level management on a regular basis.Deliver results by planning and organizing work to achieve objectives and targets.Maintain in-depth knowledge of product offerings.Take full responsibility for performance management of all direct reports, managing their performance in relation to quality standards and agreed objectives.Clarify responsibilities within the team.Enable a high-performing environment.Verify times and value captured by project team against the project.Ensure appropriate levels of management and accountability.Motivate, delegate and empower appropriately, enabling direct reports to take responsibility and display creativity and initiative.Work with the team to actively grow their skills and lead them in operational excellence.Desired Experience & Qualification4 Year Tertiary qualification in Commerce or equivalent.MBA / Masters advantageous.Manager track record of 5 years or more; with at least 3 years in a Client Service leadership role within the ICT industry.Proven track record of delivering projects within defined timelines under high pressure.Project & program management: able to manage complex projects including concurrent projects and big client-specific programs.Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.Job TypeJob Type: TemporaryContract: 12-24 monthsSector: IT & Internet
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