Service Delivery Manager

JOB TITLE:  

Service Delivery Manager

Primary objective of the job:

• The Service Delivery Manager is responsible for ensuring the installation and delivery of Business Solutions products to achieve departmental revenue targets.
• Works closely with multifunctional teams to ensure delivery of new sales as well as to ensure quick resolution of service impacting faults to business customers. e.g. Corporate Sales team, Corporate Reps, OSP team, Warehouse team, Technical and IP teams.
• Also work closely with management to provide feedback, strategize and execute leadership processes such as performance management, scheduling and interviews.

Number of persons managed/supervised and their positions:

• Technicians
• Coordinator
• 2 contingent installers

Main Duties and Responsibilities :

• Manage productivity and daily operations for the Service Delivery team with the assistance of the coordinator.
• Provides ongoing coaching, training, and motivation to team members as needed to achieve targets.
• Be involved in staff recruitment, appraisals and performance improvement.
• Identify gaps in the delivery process that need attention and offer solutions
• Ensure that inventory is ordered in a timely manner to meet the demand of corporate sales.
• To work with Head of Digicel+, Group procurement and warehousing to ensure the monitoring and replenishing of D+ stock.
• Work closely with CARCIP coordinator to ensure the satisfactory maintenance of the Government Network according to set KPIs.
• Work closely with Corporate Sales and Solutions design teams to come up with customized solutions wherever applicable.
• Work closely with OSP team and contractors to delivery fibre products to our customers in a timely manner.
• Help to address escalated customer situations and resolution.
• Monitor performance of Service delivery technicians with the aid of the SWF tool and provide reports on demand.

Academic qualifications and experience required for job:

• Degree in Business or related field.
• 3+ years relevant experience in a telecommunications environment with experience in operations
• 5+ Years at leadership level
• Degree in either Business Administration or Operations.

Functional Skills/Competencies:

• Numeracy: candidate needs to be very comfortable dealing with statistical data.
• Superb attention to detail, strong analytical skills and the ability to deliver results to tight deadlines in a fast paced and dynamic environment.
• Effective communication skills, including the ability to articulate progress, issues and recommendations in a concise summarized manner.
• “Can-do”, positive attitude with a mind to always quantifying what their contribution to the work is worth.
• Ability to work in a team environment and on own initiative with the desire to learn new skills.
• High levels of expertise with PC applications especially Excel, PowerPoint & Word.
• Able to work out-of-hours.
• Ability to work on own initiative, under pressure and to tight deadlines.