Head of Service Management

JOB PURPOSE The job purpose of a Head of Service Management is to assure successful project delivery and to ensure customers have a positive experience with a company's products or services, leading to their satisfaction, loyalty, and continued business. The position reports to the Chief Operating Officer. RESPONSIBILITIES: • Develop and implement a robust customer success strategy that aligns seamlessly with the company's overarching goals, delivering unparalleled value to our valued clientele. • Supervise the project management and service delivery processes to guarantee our customers consistently receive timely, top-notch, dependable services that not only meet but also exceed their expectations. • Cultivate and nurture strong relationships with customers, serving as their primary point of contact for project and service delivery. • Develop a thorough understanding of our products and service offerings to better upsell, cross-sell, also to identify renewal and/or growth opportunities. • Be an agent of change, identifying opportunities for process improvement and driving efficiency in project and service delivery management practices. • Foster and sustain strategic alliances with key industry players to broaden our market reach and provide added value to our business. REQUIREMENTS: • Possess a bachelor’s degree in business, engineering, or a related field. • At least 15 years of working experience and 10 years in management. • Demonstrate a successful track record in developing and executing customer success strategies. • Strong experience in project and change management. • Display strategic thinking capabilities, with abilities to juggle multiple goals and deadlines. • Showcase expertise in managing customer contracts and billing, including complex agreements with enterprise-level customers. • Exhibit a comprehensive understanding of Service Level Agreement (SLA), customer support. operations and service escalation processes. • Have a background in partnership management and building robust business relationships. • Possess excellent communication and interpersonal skills, enabling you to build rapport and influence key stakeholders at all levels. • Show strong leadership and team management skills, with the ability to inspire and lead high- performing teams.