Support Manager

Job Summary The primary responsibility of the role is to ensure the effective management of the support department, oversee company projects under Service Level Agreements (SLAs), and handle Annual Software Maintenance Support (ASM) for both local and international projects. Responsibilities Leadership and Guidance: Lead the support team by setting clear goals, providing direction, and motivating staff to achieve targets. Service Delivery Management: Oversee the execution of support operations to ensure the timely delivery of solutions to customer issues SLA Contract Management: Oversee and ensure compliance with Service Level Agreements (SLAs) for ERP projects with customers, maintaining high service standards. Project Coordination: Manage multiple Support projects across diverse regions, ensuring smooth operations and communication with stakeholders. Trend Analysis: Analyze trends and patterns in customer issues, providing concise recommendations to improve service delivery and system performance. Performance Reporting: Prepare and submit detailed support performance reports for support contracts to customers, ensuring transparency and accountability. Customer Engagement: Build and maintain strong relationships with customers, acting as the primary point of contact for support-related matters. Compliance and Security: Ensure adherence to local and international regulations while safeguarding sensitive data Tender Participation: Actively participate in tender responses, particularly for support requirements, ensuring alignment with the tender requirements and organizational capabilities. Requirements Knowledge and Experience Bachelor's degree in IT, Computer Science, or related fields. Must possess a minimum of 3 years of proven experience in implementation and support in ERP projects Must have a minimum of 2 years of proven experience as IT support manager or Customer Account Manager. Strong knowledge of ERP systems like EPICOR, SAP, or related Experience in system development and customization is a significant advantage. Excellent communication, problem-solving, and customer relationship management skills Ability to work in a cross-functional team including in system design, development, and administration. Must have customer management skills and be results-driven. Ability to manage multiple projects and prioritize tasks effectively. Analytical mindset with a focus on continuous improvement Must be ready and able to manage overseas and local projects Must be ready to travel outside Tanzania