BAT is recruiting for a Customer Services Manager.
The ideal candidate should be a graduate with a degree or diploma in a related IT discipline with 3-5 years relevant IT experience.
With at least 2 years management experience;
* Knowledge of IT service management principles preferably ITIL and Six Sigma
* Project Management diploma and/or experience, preferably Prince2
* Broad knowledge of technical, developmental, application, business and current trends in IT
Principal Accountabilities:
* Operations/ Professional/ Business
* The quality delivery of all contracted/agreed GSD service into the End Market, ensuring the delivery of customer satisfaction targets
* The management of the Service Planning Process within the EM and the delivery of EM Service Plans as required
* 1st level issue escalation focal point and EM/Cluster resolution management.
* Escalates and pursues resolution of persistent issues or service failures through the GSD organisation
* Working with the relevant Service Delivery Managers in the SPU’s to manage escalations.
* Management Results
* Maintenance and management of EM’s service portfolio and budgets
* Day to Day management of all local services, local resources and third party suppliers involved in the EM service delivery supply-chain
* Service performance management to agreed SLAs
Deadline for applications is 14th May 2008.
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