Service Management Specialist – Yas Tanzania

Service Management Specialist – Yas Tanzania (January 2025)

Job Type: Full-time

Position Summary:
Yas Tanzania is seeking a proactive and results-oriented Service Management Specialist to ensure efficient service delivery to B2B clients. If you have expertise in operations, customer service, and project management, this is your opportunity to join our growing team.

Qualifications:

• Bachelor’s degree in Engineering, Technology, or ICT.
• Minimum of 2 years of experience in operations, customer service, or a related field.
• Strong background in project management.

Key Responsibilities:

• Ensure consistent and timely delivery of telecommunication services to B2B clients.
• Monitor and report SLA compliance metrics daily, escalating violations when necessary.
• Provide continuous updates to clients on issue resolution timelines and progress.
• Collaborate with sales, service delivery, and customer support teams to meet SLAs.
• Prepare and deliver Root Cause Analyses (RCA) per operational guidelines for both internal and external stakeholders.
• Conduct service review meetings with clients to evaluate performance and contractual adherence.
• Analyze and monitor client success metrics, including churn rates, MTTR, FRT, FCR, NPS, and CSAT.
• Act as the voice of the customer internally, working with cross-functional teams to address service concerns.

Core Competencies:

• Strong leadership and team management skills.
• Highly analytical with the ability to identify trends and propose solutions.
• Excellent stakeholder management and presentation skills.

Equal Employment Opportunity Statement:
Yas Tanzania is committed to promoting a diverse and inclusive workplace, ensuring unbiased hiring practices. Only shortlisted candidates will be contacted.