Description
Overview
As a Customer Service Manager, you will be responsible for managing post-implementation support and maintenance activities for IT systems and applications. You will work closely with support teams, cross-functional teams, external vendors, and customers to ensure the smooth operation, maintenance, and continuous improvement of systems after go-live. The role requires strong coordination, stakeholder management, and problem-solving skills to deliver quality service and customer satisfaction.
What You Will Be Doing
- Coordinate and manage Change Requests (CRs), including scope confirmation, effort estimation, prioritization, and implementation planning.
- Track maintenance activities, project timelines, and deliverables to ensure timely completion of support and enhancement initiatives.
- Maintain and update project and support documentation, including CR plans, Customer Issued (CI) / System Defect hotfix arrangement, incident reports, status reports, and meeting minutes.
- Liaise with internal teams, external vendors, and customers to facilitate effective communication and issue resolution.
- Organize and facilitate maintenance-related meetings, including weekly operational meetings, monthly service review meetings, and ad-hoc discussions.
- Monitor service performance and follow up on incidents, defects, and enhancement requests to ensure timely resolution and customer satisfaction.
- Identify potential risks and issues proactively and coordinate mitigation actions with relevant stakeholders.
- Prepare service reports and provide regular updates on maintenance activities, project progress, and key issues.
- Support continuous improvement initiatives to enhance service quality and operational efficiency.
- Perform other ad-hoc duties and responsibilities as assigned.
What You Need to Succeed
- Bachelor's Degree in Information Technology, Computer Science, Business Administration, Project Management, or a related discipline.
- 1–3 years of experience in IT project coordination, service delivery, application maintenance, or customer service management.
- Experience supporting application and projects will be an advantage.
- Familiarity with project management methodologies such as Agile, Scrum, or Waterfall.
- Strong organizational and time management skills, with the ability to manage multiple priorities simultaneously.
- Excellent verbal and written communication skills, with the ability to engage effectively with technical and non-technical stakeholders.
- Strong stakeholder management skills and a customer-centric mindset.
- Proficiency in collaboration and project management tools such as Jira, Confluence, Microsoft Project, Trello, or similar platforms.
- Strong analytical and problem-solving skills with a proactive approach to identifying and resolving issues.
- Ability to work independently while collaborating effectively within cross-functional teams.
- Basic understanding of software development lifecycle (SDLC), system implementation, and application support processes is preferred.
Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.
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