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.
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