Main activities • Delivering customer service, including both field and onsite services. • Achieving contractual obligations to customers (service level agreements) and financial objectives. • Achieving coordination of day-to-day operations through subordinate managers. • Planning resource requirements within the state/region (recruitment, technical training). • Providing service business inputs to large tenders.

Key skills • Generally, incumbents must have strong technical backgrounds, however, business management skills are equally important. • Developed skills in planning and organising large service delivery, financial analysis skills, and the ability to influence customers at the highest level.

Internal contacts Branch Customer Service/Support Managers, State or Regional Sales and Marketing Management, Operations and Logistics Managers, Systems and Software Development staff.

External contacts Customers at the senior management level, prospects, distributors, parts suppliers, and sub-contractors.

Typical experience At least 10+ years’ experience in customer service management.

Other comments Teams within the management control of this position may support systems ranging from PCs to mainframes.