Service Delivery Manager

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

               Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

Visit www.digicelgroup.com for more.

Job Purpose:

Lead and manage customer installation and fault response process while maintaining high quality of installation standards for Corporate, Consumer and GoCD. Coordinate with various internal teams, such as network operations, engineering, and customer support, to ensure seamless service delivery, and collaborate with sales department to ensure timely and accurate service provisioning. Aligning the service delivery’s team’s activities with the overall organizational goals, and ensuring compliance with company policies and industry standards. The role focuses on delivering high-quality services, achieving operational targets, and meeting key performance indicators such as service quality, service completion rates, customer satisfaction.

Key Objectives:

• Service delivery Strategy: Develop and execute a comprehensive service delivery strategy aligned with the overall business objectives and customer requirements, identify opportunities for service expansion, new service offerings, and innovative solutions to meet customer demands.
• Management of third party contractors and internal staff to deliver all installation and fault repair KPIs such TAT, fault rate % and Completion rate.
• Stock management for all install and fault response.
• Manage and report on the process from order creation to customer fulfilment.
• Ensure all quality and safety policies are followed.
• Resource Management: Effectively manage and allocate resources and capacity to ensure efficient service delivery. Assessing, monitoring, and managing resource needs, including personnel, equipment, and infrastructure, to meet service demands and Service Level Agreements (SLA’s).
• Quality Management: Implement and enforce quality control measures to maintain high standards of service delivery.
• Risk Management: Identify, assess, and mitigate risks associated with service delivery. Conducting risk assessments, developing risk mitigation strategies, and implementing measures to minimize potential risks and ensure the quality-of-service delivery.
• Communication and Collaboration: Collaborate with stakeholders to define service delivery goals, targets, and roadmaps. Develop and execute a strategic roadmap for the field operation, incorporating advanced technologies and industry standards to optimize performance, scalability, and reliability.
• Team Leadership and Collaboration: Building and leading a high-performing technology team. Providing guidance, support, and mentorship to team members, fostering collaboration, and creating a positive work environment.

Functional Skills & Abilities:

• Expertise in network equipment’s, service delivery operations, and best practices in Telecommunications.
• Proficiency in network protocols and technologies, routing protocols, and network troubleshooting.
• Strong knowledge of network security concepts and technologies.
• Project management skills, including the ability to plan and execute the service delivery operations activities.
• Excellent analytical and problem-solving skills in complex network environments.
• Effective communication and collaboration skills to work with stakeholders at all levels.

Qualifications, Knowledge & Experience:

• Bachelor's degree in Engineering, Telecommunications, Information Technology, or a related field.
• A minimum of 3 years of experience in service delivery and assurance operation within the telecommunications industry or a related field.
• Extensive experience in Service Delivery and Assurance operations involving Telecommunication operations in large-scale environments.
• In-depth knowledge of Telecommunications, such as telecommunications infrastructure, network operations, and service delivery processes
• Proficiency in telecommunication equipment configuration and management.
• Leadership experience, including managing and developing technical teams.
• Industry certifications, such as CCIE or JNCIE, are highly desirable.

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.