Service Delivery Manager

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fiber 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.

JOB RESPONSIBILTY  

To support the market by delivering all contracted goods and services within the constraints of time, cost and quality.

MAIN DUTIES & REQUIREMENTS 

• Management of the Service Delivery and Project management teams.

• Prepare and present service performance reports to senior management.
• Ensure compliance with regulatory requirements and company policies.
• Monitor service performance and implement corrective actions when necessary.
• Drive process improvements to enhance service quality and efficiency.
• Act as the primary point of contact for service-related issues and escalations.

• Oversee the following end-to-end delivery of telecom services, ensuring compliance with SLAs and KPIs.
• WiMax Voice & Data
• Cloud Telephony
• Cloud Computing
• IP PBX Solutions & Associated Adjuncts
• Equipment sales
• Customer relationship management.
• Process creation and improvement.
• Alignment of service delivery capability with the sales pipeline.
• Regular status reporting to senior management

ACADEMIC QUALIFICATIONS AND/OR EXPERIENCE REQUIRED

• Bachelor’s Degree in IT or Telecoms Discipline
• Master’s Degree in Project Management
• CCNA or any other CISCO advance certification
• 5 years+ experience in service delivery / project management

SKILLS/COMPENTENCIES REQUIRED

• People Management
• Excellent communication and interpersonal skills
• Strong leadership skills, with the ability to motivate and inspire a team.
• Strong problem-solving abilities and a customer-centric mindset.
• Analytical and data-driven approach to decision-making.
• Results-driven with a strong focus on Customer Satisfaction.
• Flexibility to work in a fast-paced environment and adapt to changing priorities and business needs.
• Knowledge of relevant software applications (e.g., CRM systems).
• Strong understanding of telecom technologies (IP, MPLS, VoIP, Fiber, Wireless).

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.