The Role
The Support Manager oversees the support department, manages service delivery under SLAs, coordinates projects, analyzes customer trends, and engages with clients to ensure effective service and compliance.
Summary Generated by Built In
Job Summary
The primary responsibility
of the role is to ensure the effective management of the support department,
oversee company projects under Service Level Agreements (SLAs), and handle
Annual Software Maintenance Support (ASM) for both local and international
projects.
Responsibilities
- Leadership and Guidance: Lead the support team by
setting clear goals, providing direction, and motivating staff to achieve
targets.
- Service Delivery
Management: Oversee the execution of support operations to ensure the timely delivery of
solutions to customer issues
- SLA Contract Management: Oversee and ensure
compliance with Service Level Agreements (SLAs) for ERP projects with
customers, maintaining high service standards.
- Project
Coordination: Manage multiple Support projects
across diverse regions, ensuring smooth operations and communication with stakeholders.
- Trend
Analysis: Analyze trends and patterns in
customer issues, providing concise recommendations to improve service delivery
and system performance.
- Performance
Reporting: Prepare and submit detailed support
performance reports for support contracts to customers, ensuring transparency
and accountability.
- Customer Engagement: Build and maintain
strong relationships with customers, acting as the primary point of contact for
support-related matters.
- Compliance and Security: Ensure adherence to local
and international regulations while safeguarding sensitive data
- Tender Participation: Actively participate in tender responses, particularly for support
requirements, ensuring alignment with the tender requirements and
organizational capabilities.
Requirements
Knowledge and Experience
- Bachelor's
degree in IT, Computer Science, or related fields.
- Must possess a
minimum of 3 years of proven experience in implementation and support in ERP
projects
- Must have a minimum
of 2 years of proven experience as IT support manager or Customer Account
Manager.
- Strong
knowledge of ERP systems like EPICOR, SAP, or related
- Experience in
system development and customization is a significant advantage.
- Excellent communication, problem-solving, and customer relationship
management skills
- Ability
to work in a cross-functional team including in system design, development, and
administration.
- Must have
customer management skills and be results-driven.
- Ability
to manage multiple projects and prioritize tasks effectively.
- Analytical
mindset with a focus on continuous improvement
- Must be ready
and able to manage overseas and local projects
- Must be ready to travel outside Tanzania
Skills Required
- Bachelor's degree in IT, Computer Science, or related fields
- Minimum of 3 years of experience in implementation and support in ERP projects
- Minimum of 2 years of experience as IT support manager or Customer Account Manager
- Strong knowledge of ERP systems like EPICOR, SAP
- Excellent communication, problem-solving, and customer relationship management skills
- Ability to manage multiple projects and prioritize tasks effectively
- Must be ready to travel outside Tanzania
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The Company
What We Do
CVPeople Tanzania is a leading provider of HR consulting and recruitment services, specializing in identifying and recruiting senior leaders and board directors to help businesses succeed.
