Service Manager

The Raxio is seeking a Service Manager.

About us

Raxio Group is a platform investing in and building state-of-the-art Tier III data centers across Africa. Through its investments and hands-on approach, Raxio seeks to address the latent demand for critical data center infrastructure that will drive digital transformation across the region. Raxio made its first investments in Uganda and Ethiopia by establishing and developing state-of-the-art “metro-edge” facilities on the outskirts of Kampala and Addis Ababa. More recently, Raxio has entered the DRC, Côte d’Ivoire, Mozambique, and Tanzania, where it will be building similar facilities, with further investments planned across Africa. Raxio currently counts on about 80 professionals across different offices in Amsterdam, Dubai, Nairobi, Kampala, Addis, Maputo, Abidjan, and Kinshasa.

At Raxio Group, we value diverse perspectives and are dedicated to building a dynamic and inclusive workplace. We particularly encourage applications from women who are ready to lead and innovate.

Pan-African Data Centre Expansion

Your mission

The service manager is responsible for managing the entire service team, developing and implementing service procedures and maintaining customer and vendor relationships, managing all service level agreements (SLAs).

Your Profile

• Managing the service level of existing contracts (e.g., customer, vendor, etc.).
• Optimizing quality of service level management.
• Managing and improving customer satisfaction.
• Designing and documenting the Service Level Management process, policies, rules, and guidelines.
• Defining and documenting the KPIs, reporting, and key controls for the Service Level Management process.
• Developing and leading expertise in ITIL Service Level Management process forums with process experts.
• Building ITIL-compliant Service Level Management process knowledge in the organization.
• Managing standardization to enable offshore targets.
• Driving service management best practices and ITIL process standardization.
• Defining new customer needs and wishes.
• Generating leads to service management and account management.
• Supporting and working on market research with the Sales Team.
• Examining possibilities and applications for new and existing services.
• Examining the best way on how to position Raxio’s services in the market.
• Managing the development and improvement process.
• Managing the inventory at account and Service Level Management for new service modifications or new service needs and opportunities.
• Contributing to selling services as much as possible.
• Connecting service range to market needs.
• Providing market-based services at the highest possible profit.
• Managing and monitoring the availability of the ICT data platforms and networks.
• Controlling and managing a team of network, system, and database specialists.
• Monitoring issues from start to resolution.
• Responding directly to deviations or alarms.
• Initiating failures of escalations, incidents, and possible calamities in accordance with ITIL procedures.
• Identifying and diagnosing issues and problems.
• Categorizing and recording reported queries and providing relevant solutions.
• Supporting problem identification.
• Managing service requests.
• Managing and implementing Change and Emergency Changes, Change Manager, or Change Advisory Board.
• Monitoring of the overall facility.
• Defining and monitoring data center facility metrics.
• Developing and maintaining Service Training Programs.
• Ensuring proper escalation and notification of the NOC Team.
• Analyzing and performing trend analysis on the Data Center Facility Metrics.
• Creating service needs analysis for each vertical or client.
• Defining data points of the Service Level Agreement.
• Performing capacity/capability limitations.
• Preparing service portfolio and service catalogue documents together with the Sales Manager.
• Preparing customized SLA documents with the Sales Manager.
• Ensuring service delivery to all clients in a timely manner.
• Performing regular reviews of SLA and service monitoring complaints and satisfaction.
• Managing service improvement based on service monitoring and market research/feedback.
• Preparing OLA between departments in the organization.
• Preparing underpinning contracts with the vendors/suppliers.
• Preparing regular service level management reports.
• Managing performance and trends capacity and equipment incidents.