Service Delivery Technician

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

Primary Objective:

Ensure the seamless delivery of Digicel`s services to customers. By managing end-to-end service delivery processes, coordinate cross-functional teams, and ensure that our services meet and exceed customer expectations.

Main duties and responsibilities:

• Coordinate the activation of services, ensuring that they are provisioned accurately and in a timely manner.
• Monitor service performance and quality, taking corrective actions when necessary to meet service level agreements (SLAs).
• Act as a primary point of contact for customers during service delivery, providing updates and addressing inquiries or concerns.
• Identify opportunities to improve service delivery processes, collaborating with cross-functional teams to implement enhancements.
• Maintain detailed records of service delivery activities, including order details, provisioning steps, and quality assurance checks.
• Escalate to Dispatch and OSP for network related faults
• Support OSP during outages and CRQs (planned works) inclusive of out of normal working hours.
• Compliant with SHEQ policies
• Perform other duties as assigned.

Academic Qualifications and Experience required for position:

• A high school diploma in Information Technology, Computer Science, or a related field is typically required.
• Demonstrate a minimum of 2 years of experience in service delivery roles, ideally within the telecommunications industry.
• Exhibit technical knowledge of telecom services and network infrastructure.
• Display a customer-focused mindset, dedicated to delivering exceptional service experiences.
• Knowledge of company products and services

Knowledge/ Functional Skills:

• Problem Solver: exhibit excellent problem-solving skills to address service delivery challenges and ensure customer satisfaction.
• Effective Communicator: demonstrate strong communication and interpersonal skills to interact with cross-functional teams and customers.
• Detail-Oriented: Exhibit meticulous attention to detail in service delivery processes, documentation, and quality assurance.
• Continuous Improvement: proactively identify areas for process improvement and drive efficiency enhancements.
• Autonomous Work: ability to work independently, prioritize tasks, and manage service delivery activities efficiently.
• Customer Service: ability to effectively manage challenging customer interactions, de-escalate tensions and safeguard the company’s reputation.

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.