Airport Service Manager (For All Acsa Airports South Africa And Lanseria)
CurrentKey Responsibilities •Ensure that all contracted/agreed service levels are met•Ensure that that all services for the assigned contract(s) are delivered, as applicable •Escalate as required and act as the primary operational point of contact for Customers, Users, Service Providers and line management•Manage any Service Level Agreements (SLA’s) •Ensure that all customer requests for service are dealt with promptly and professionally and services are delivered to the agreed schedule or SLA •(Help) manage the customer's expectations, have overall responsibility for the customer's level of satisfaction with the products and services provided •Provide service reports to customers and line management, holding regular reviews with the customer[s] •Proactively seek improvements and innovations in the services delivered •Seek feedback from the customer and their users and develop, agree and implement any Customer Service Improvement Plans •Hold regular service reviews, where required, with service providers to review the quality of services delivered in support of the assigned contracts and ensure that any Service Improvement Plans [SIPs] required are defined and implemented •Help Improve sales results by identifying opportunities to provide additional services to the customer and building and maintaining customer satisfaction •Manage the P & L for the assigned contract[s], achieving or exceeding the approved revenues and BC margins •Ensure that all recurring and ad-hoc services delivered are billed •Provide support to line management and bid teams in developing customer proposals by identifying any local factors that may impact the operational model and/or associated internal and external costs •Evaluate solutions, resources and costs of dedicated or bundled service management proposals •Manage other customer service staff assigned to support the customer(s)
