Author Topic: Customer Services Manager  (Read 2895 times)

Offline funshy

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Customer Services Manager
« on: May 08, 2008, 07:48:42 AM »
Customer Services Manager
Reference Number
Job Title:
 Customer Services Manager
Reports to:
 IT Director
Response Deadline:
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
The management of the Capacity/Demand Planning Process within the EM and the delivery of EM Capacity Forecasts as required
The management of the Change Management Process within the EM and the delivery of EM Change Requests as required
Management of all support plans to ensure operational efficiency and relevance in relation to the service catalogue
Managing the escalation of customer complaints and service quality problems in consultation with Customer Service Manager

Leadership Results

Performs successfully as a member of the end market IT leadership team.
Develop & implement End Market / Cluster IT Service Strategy based on GSD functional strategies and liaising with end market IT Management and GSD SPU heads
Develop and maintain key IT & GSD engagement to guarantee strategic alignment and operational delivery of supply side services
Actively participates in end market / cluster leadership practices (coaching, mentoring, development)
Act as a role model to promote the service culture in GSD and contribute to the attaining of the WOW+ targets within GSD
Responsible for achieving all agreed supply side targets for the end market

Relationship Results

Owns the relationship with the end market Head of IT, providing a single point of contact for all supply side activities
Be an active member of the GSD Customer Services Team, building a strong relationship with fellow GSD Customer Services Managers
Engage in open, effective and mature conversations at all levels of the GSD organisation to give input, share knowledge and obtain learning?s
Build trust and establish authentic relationships through own behaviours and actions to enhance the relationship between GSD and the end market / cluster
Acts as an effective BAT GSD spokesperson in dealing with external stakeholders (IT associations, 3rd Party Suppliers)

Innovation Results

Identify ways by which GSD can add value to the customer by provision of expertise on issues currently outside the contracted scope. Work with customers to identify and define new / refine current service requirements
Identify and exploit any opportunities for IT to improve business efficiency and effectiveness through the delivery of projects and services and innovation and investigation

Knowledge, Skills and Experience:
 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
Highly mature with strong interpersonal skills
Excellent team working skills
 As the representative of the GSD Customer Services function within the end market, has responsibility for the provision of quality GSD IT Services in the end market. Has responsibility for day to day management of all local services involved in the EM service delivery supply-chain, ensuring that agreed Service Level targets are met. Acts as a first point of escalation for issue resolution, ensuring a high degree of customer satisfaction is maintained.
Equity statement:
 BAT is an equal opportunities employer.All applicants will be treated on merit
 GSD is expanding further and the portfolio of services provided by GSD is growing rapidly with the Full Supply Programme.

The challenge for the incumbent is to find a fit between GSD Supply Side global progression and end market / cluster Demand side requirements

The SLM plays a role in the execution of IT strategy and the operational delivery of full supply side services from GSD;
To apply visit


« Last Edit: May 08, 2008, 07:52:28 AM by funshy »
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Customer Services Manager
« on: May 08, 2008, 07:48:42 AM »


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