Service Delivery & Product Manager

Adapt IT (Pty) Ltd • Other • Midrand, Gauteng, South Africa • $300 - $400 / year • 21h ago

Job Purpose

The purpose of this role is to manage the service delivery and product/s within the CX Mobility team, within the Adapt IT Telecoms division. The successful candidate will be responsible for overseeing the delivery of high-quality services to our clients, ensuring customer satisfaction, and driving operational efficiency. The Service Delivery part of the role will require that you play a key role in managing client relationships, implementing service improvements, as well as maintaining and delivering on service level agreements (SLAs) through our support desk team. In addition, this role will require overseeing the success of our software product and modules from ideation to market release.

Duties & Responsibilities

Client Relationship Management:

Act as the primary point of contact for clients, building and maintaining strong relationships.
Proactively conduct regular meetings with clients to review operational concerns, address issues, product releases and enhancements, as well as any commercial related items.
View client meetings as an opportunity to strengthen relationships and reinforce our commitment to their success.
Offer personalized solutions and recommendations based on a deep understanding of the client's unique business requirements and industry landscape.
Maintain detailed records of discussions, decisions, and action items from client meetings to ensure clarity and accountability.
Provide timely follow-up on action items and commitments made during meetings, demonstrating reliability and professionalism.

Customer Consulting:

Implement and manage a customer consulting strategy to drive product adoption, customer retention and revenue growth within the Mobile Network Operators (MNOs) top customers.
Lead and manage a team of success consultants, setting clear expectations and empowering them to deliver exceptional value to our top tier MNO end clients.
Define key performance indicators (KPIs) to measure the effectiveness of success consultants.
Actively engage with top-tier MNO end customers to cultivate strong, strategic partnerships.

Support Desk and SLA Management:

Lead and manage the Customer Success Support Consultants.
Monitor SLAs to ensure compliance with agreed-upon service standards.
Analyse SLA performance data and take corrective actions as needed.
Formulate and communicate SLA status and performance reports to stakeholders.

Product Roadmap & Planning:

Influence and communicate on the product vision and strategy in alignment with company goals.
Conduct market research and competitor analysis to identify opportunities and threats.
Collaborate with stakeholders to define and prioritize features, functionalities, enhancements, and releases based on customer needs.

Desired Experience & Qualification

Education and Qualification:

Relevant Bachelor degree is an advantage.
At least 5 years of experience within the telecoms / mobility sector.
Minimum 5 years’ experience in customer software support and/or service account management.
Strong verbal and written communication skills.

Attributes: