Service Delivery Manager

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 of the job: 

• Timely and accurate delivery of wholesale circuits and services across multiple markets
• Act as the central point of contact between internal teams and international carriers/partners
• Monitor service delivery performance against contractual SLAs and internal KPIs, ensuring high-quality execution and customer satisfaction
• Manage equipment procurement and inventory to support timely installations 
• Proactively identify, assess, and mitigate risks that could impact service delivery timelines
• Support the execution of the Wholesale Data strategy by aligning service delivery initiatives with broader business goals

Main Duties and Responsibilities:

• Lead the planning, implementation, and deliveries of Wholesale Data projects, including service activations, database maintenance, and circuit handovers.
• Collaborate with Global Connect, International IP Operations, and market delivery teams to ensure successful implementations
• Act as the first point of contact for Wholesale Data delivery-related inquiries, providing pre- and post-delivery support to internal and external stakeholders.
• Manage equipment ordering, inventory tracking, and resource allocation to support installations and service readiness
• Develop project plans and deliveries with specific timelines
• Track project milestones and deliverables to ensure adherence to SLAs and KPIs
• Liaise with clients, internal and external partners, and suppliers
• Manage communication flows, resolve project-related conflicts to maintain delivery momentum
• Ensure accurate project documentation, status reporting, and record management from initiation through closure, supporting transparency and audit readiness
• Perform other duties as assigned

Academic Qualifications and Experience Required:

• Primary Degree in Business, Logistics or Telecommunications
• Minimum 5 years experience in Project Management or Service Delivery
• Telecommunications experience preferred
• Knowledge of Data Services including Subsea and Terrestrial, Ethernet, MPLS, IP Transit and Hosting/Co-Location Services
• Proven understanding of important financial concepts, purchasing practices and industry specific aspects of service providers/carriers

Functional Skills:

The Ideal candidate must be / have:

• Proficiency in the Microsoft Office suite of products – particularly MS-Excel, MS-Word and MS-PowerPoint a requirement.
• Ability to analyze and solve problems
• Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse community
• Ability to work professionally and cooperatively with team members and outside partners
• Excellent organizational skills with a willingness to assume responsibilities and take initiative
• Strong time management skills, especially when facing tight deadlines

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.