Senior Service Delivery Executive

Job Profile: Senior Service Delivery Executive 

Primary objective of the job:

• Manage service delivery contracts in accordance with their methodology and is responsible for fulfilling contractual obligations with the client in a professional, cost effective and timely manner whilst maintaining an acceptable business stream in respect of performance, revenues, margin and profit.

Main Duties and Responsibilities:

• •    Ensure Digicel’s valued added solutions are delivered on time, on budget and post implementation service is in place.
  •    Interface with marketing, sales and regional business leaders to drive the necessary improvements in customer satisfaction while managing costs.
  •    Monitor 3rd Party contractors to ensure standards are maintained and solutions are delivered on a timely basis. 
  •    Support the installation and delivery of Business Services in the Jamaican Market.
  •    Ensure Customers are aware of the service capabilities and adequate training structure is in place to minimise support calls to Digicel.
  •    Presents and generates recommendations for optimizing telecommunication solutions to customers.
  •    Monitors reliability of Implemented Solutions; diagnoses and repairs problems where applicable.
  •    Manage Project implementations.
  •    Support all Sales activities Value Added Services arena.
  •    Writes project reports and documentation for new or modified services and/or mobile devices.
  •    Develop programs and initiatives that will improve the customer experience, reduce support costs, and drive product improvements within the region.

Academic qualifications and experience required for job:

• Bachelor degree in Computer Science & Business Administration or related discipline
• Minimum 5 years experience in either one or more of the following;
• Mobile Telecommunication Networks.
• Basic Networking (Microsoft, Cisco etc)
• Technical Training for end Customers
• Project Management
• Computer configuration or support

Functional Skills:

•    Exceptional communication and presentation skills
•    A high degree of competency in the area of computer and handset technologies.                               
•    Analytical and creative skills
•    Experience in challenging and redefining organizational capabilities
•    Excellent Business skills and the ability to take ideas through from concept to reality