Role Overview:

We are seeking a highly organized and customer-focused Contract and Service Desk Manager to oversee the performance, delivery, and continuous improvement of Printer Services and IT Service Desk operations. This role is vital in ensuring service excellence, managing client contracts, driving SLA compliance, and aligning service management processes with business objectives in a system integration and managed services environment.

Key Responsibilities:

Printer Services Management

• Oversee all aspects of printer service operations, including maintenance, consumables, and device lifecycle management.
• Monitor printer fleet performance and coordinate field support teams and vendors for timely issue resolution.
• Ensure SLAs are met for uptime, service response, and consumable delivery.
• Manage contracts related to MPS (Managed Print Services), hardware leasing, and OEM partnerships.

Service Desk Operations

• Lead and manage the Service Desk team (Level 1 and Level 2), ensuring efficient logging, escalation, and resolution of incidents and service requests.
• Ensure 24/7 or agreed operational support is in place with proper shift planning and resource allocation.
• Monitor KPIs including FCR (First Call Resolution), SLA compliance, ticket volume, and customer satisfaction.
• Implement and optimize ITSM tools and knowledge bases to support staff and end-users.

Contract Management

• Manage customer service contracts, including renewals, compliance, performance tracking, and reporting.
• Review and negotiate terms with clients and vendors to ensure service alignment and cost-effectiveness.
• Maintain accurate contract records and documentation in line with company standards and audit requirements.

Service Management & Improvement

• Implement and enforce ITIL-aligned service management processes (Incident, Problem, Change, Asset, and Configuration Management).
• Analyze service performance and drive continuous improvement initiatives across all service lines.
• Collaborate with Sales, Projects, and Technical teams to ensure smooth service transitions and onboarding of new customers.

Reporting & Stakeholder Communication

• Generate regular service performance reports for internal management and clients.
• Conduct service review meetings and act as a primary point of contact for escalations.
• Communicate proactively with stakeholders regarding service disruptions, planned maintenance, and changes.

Qualifications & Experience:

• Bachelor’s degree in IT, Business Administration, or a related field.
• Minimum 5+ years of experience in a service delivery or service desk management role, preferably within a managed services or system integrator environment.
• Strong experience managing printer services (e.g., HP, Canon, Kyocera, Ricoh,Sharp) and IT Service Desk operations.
• Proven understanding of contract management, SLAs, and vendor coordination.
• ITIL Foundation certification (intermediate or expert level preferred).
• Familiarity with ITSM tools such as SolarWinds, ServiceNow, Freshservice, or equivalent.
• Strong leadership, negotiation, and customer engagement skills.

Desirable Skills:

• PMP, PRINCE2, or similar project management qualification.
• Experience with KPI-driven environments and continuous improvement methodologies.
• Knowledge of BPO/outsourcing models, especially in government or banking sector engagements.

Why Join Us?

• Be part of a dynamic team delivering impactful ICT services across industries.
• Work in a culture that values innovation, accountability, and customer satisfaction.
• Opportunity to grow into senior leadership roles within a rapidly expanding services organization.

How to Apply:

If you are excited to join a dynamic team! We would love to hear from you.

Please submit your resume and a cover letter outlining your experience and how you’d be a great fit for the role to [email protected] or by clicking Apply below.

Application closes by COB Friday, 09 May 2025