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IT Operations Team Lead

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Date: May 10, 2022

Location: Kingston, JM, WI

Company: Digicel

About Digicel


As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.


Through its world-class LTE and fibre networks, together with its suite of 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.


Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.


With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.


Visit www.digicelgroup.com for more.




Primary objective of the job: 

As part of the digital transformation project team for Digicel, this role will have responsibility for the delivery of the billing processes required to successfully complete the order-to-cash process.  In the project phase this person will be required to ensure that all billing services, including product catalogues, invoice generation and delivery are correctly defined and captured within the billing platform. Once the operation becomes live this person will be responsible for billing activities required by all business functions (Mobile, Fixed, ICT, and/or Consolidated) to maintain day-to-day activities.



Main Duties and Responsibilities:

  • Operational support and setup of the market profile, billing and rating configuration, products and services configurations, and billing activities to support the business order to cash process.
  • Management of the billing and dunning operations to safe guard the business revenue.
  • Management of team-members to include leadership, guidance support and progression. Standard HR functions such as performance monitoring, assessment and development.
  • End-to-End processes of the entire billing process part of the order-to-cash process. This includes all credit controls and payment methods.
  • Periodic review of the billing processes and systems used to deliver the Fixed IT to ensure that they are maintained and optimal to meet demands by the organization
  • Issue escalation, tracking and resolution
  • Budgeting: Budget planning and management
  • Performance Management: KPI development and reporting for major areas (i.e.. availability, performance, major issues,).
  • Vendor Management: Liaising and working with suppliers/vendors for escalation, negotiation, contracts, and new product assessment.
  • Develop, implement and maintain policies, procedures that ensure an optimal Fixed line business for Digicel.
  • Supporting the Commercial business in new product offerings and definition



Academic qualifications and experience required:

  • First/Associate Degree or Diploma in Computer Science or related field
  • 5 + years experience in an environment with service delivery in the mobile / fixed service providers
  • Prior experience in leading a team in OSS / BSS functions



Functional skills and abilities:

  • Comprehensive understanding of IT provisioning and fulfilment systems, including work force management, network inventory, incident management within HSD, Voice and Television.
  • Financial understanding of the requirements for billing, including accruals, credit collection, post-paid, pre-paid and reporting
  • Strong knowledge of the CRM functions supported by billing
  • Strong process definition skills. Team building abilities.
  • Excellent communications skills.
  • Relationship management skills.




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.

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