Service Level Manager

Join us for an exciting opportunity as a Service Level Manager within our Africa Field & Channel team based in Johannesburg, South Africa. The role will cover customer support operations across the African region with a focus on the Southern African Region.

Vision

HPs Vision, Mission and Belief :

A world where innovation drives extraordinary contributions to humanity.

Mission

Create technology that inspires ambitious and meaningful progress.

Belief

One thoughtful idea has the power to change the world.

Join us as we drive our Vision, Mission and Beliefs through our customer support team.

Key Requirements

As the Service Level Manager, you will be responsible for strategically engaging in the development, implementation and governance of product support or solution portfolios throughout the lifecycle, ensuring alignment with pricing strategies and seamless service delivery. You will also be responsible for service performance and quality of service delivery by HP and its suppliers. You will work closely with our partners, suppliers and stakeholders to ensure a seamless customer support experience for our customers by driving our support and quality metrics, support model, programs and strategy.

Core Responsibilities

• Takes charge of planning of product support or solution portfolios throughout their entire lifecycle, ensuring alignment with pricing strategies, seamless end-to-end service delivery, and readiness for sales, along with their associated processes.
• Collaborates across regions, geographies, and global teams to formulate and implement innovative services, solutions, or programs and their associated processes to address evolving customer and market demands while promoting profitable growth.
• Contributes insights based on service data to drive increased sales opportunities, leveraging data-driven strategies for business growth.
• Represents services within product or solution portfolio core teams and incorporates service requirements into various product development stages, including activities like product warranty support and cost analysis, as well as the development of content and collateral for service product marketing.
• Conducts thorough business analysis, identifies root causes, and formulates recommendations and solutions to drive enhancements in business performance.
• Utilizes both technical and business acumen to lead complex cross-functional initiatives with significant impact on the services business.
• Establishes, implements, and manages service level agreements, ensuring consistent and high-quality service delivery to meet customer expectations.
• Prepares marketing materials to support key customer account teams, enhancing customer engagement and sales efforts.
• Develops and builds productive internal/external working relationships and may provide mentoring and guidance to lower-level employees.
• Managing the daily performance of the suppliers and partners to meet Operational KPI Targets
• Host and drive all relevant partner and supplier collaborations and meetings in order to ensure operational efficiency. Ensure that all internal stakeholders are engaged in order to realise the business strategies.
• Facilitate engagement and influence stakeholders, partners and suppliers to drive operational efficiency and deliver customer satisfaction.
• Analysis of key metrics and supporting data to drive clear actions and strategic changes in order to deliver customer satisfaction.
• Provision of regular reporting to management and stakeholders based on key metrics and customer satisfaction data.

Essentials

• Applies advanced subject matter knowledge, leads, and contributes to complex projects, and exercises independent judgment in resolving business issues and establishing policies.
• Works on problems of diverse complexity and scope.
• May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process.
• Exercises independent judgment within generally defined policies and practices to identify and select a solution.
• Ability to handle most unique situations.
• May seek advice in order to make decisions on complex business issues.

Disclaimer

This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.

Preference will be given to members from designated groups, i.e. EE in accordance with the Employment Equity Act. However, this does not suggest that the process of recruitment excludes members from non-designated groups.