Service Delivery Assurance Supervisor 1

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 TITLE: Service Delivery & Assurance Supervisor

Primary objective of the job:

The Service Delivery & Assurance Supervisor will be responsible for overseeing the seamless delivery of services to customers, while also maintaining a high standard of quality across all service-related activities to drive customer satisfaction and revenue growth. This role involves managing and assuring the successful execution of customer service initiatives, ensuring customer satisfaction, and effectively resolving any service-related issues. Additionally, this role includes a focus on quality control (QC) processes, ensuring that the service delivery aligns with Digicel's high standards and customer expectations.

Main duties and responsibilities:

Key Responsibilities:

• Manage day-to-day service delivery operations, ensuring seamless coordination between internal teams and external stakeholders, ensuring services are delivered in line with customer expectations and SLAs.
• Manage the end-to-end delivery of Digicel’s services to customers, ensuring timely and effective resolution of service-related issues.
• Act as the primary point of contact for key customers regarding service-related issues, escalations, and inquiries.
• Build and maintain strong relationships with customers, ensuring high levels of customer satisfaction and loyalty.
• Develop and implement strategies to optimize service delivery performance and efficiency.
• Implement and oversee quality control processes, ensuring compliance with industry best practices and Digicel’s internal quality standards.
• Continuously evaluate and improve implemented processes to enhance overall service reliability.
• Lead efforts to address any service gaps or failures, conducting root cause analysis and providing recommendations for corrective actions.
• Proactively engage with customers to identify service delivery challenges and implement corrective actions as needed.
• Monitor service performance metrics and KPIs to ensure that services are delivered consistently and meet or exceed customer expectations.
• Act as a point of contact for customers during the delivery process, keeping them informed of progress, service timelines, and any delays.
• Lead the response to incidents and service outages, managing the incident resolution process and ensuring minimal disruption to customers.
• Collaborate with internal teams (sales, cx, operations, and engineering) and vendors to ensure smooth service implementation, execution and alignment with quality standards.
• Collaborate with stakeholders across departments to track and report on quality metrics, aiming to continuously improve performance.
• Lead and mentor a team of Service Delivery professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Provide regular performance feedback, coaching, and training to ensure team members are equipped to meet performance goals.
• Develop and manage team performance metrics and conduct performance appraisals.
• Ensure all service delivery activities comply with internal policies, procedures, and external regulatory requirements.
• Take ownership of complex service issues and manage escalations in a timely and effective manner.
• Develop and implement long-term strategies to enhance service delivery processes, focusing on innovation and customer experience.
• Perform technical duties when necessary, including troubleshooting complex technical issues, assisting with system configuration, or providing on-site technical support during critical service delivery challenges.
• Provide feedback to relevant teams on customer satisfaction, operational issues, and process improvements.
• Prepare and present regular reports on service performance, quality metrics, and customer satisfaction levels.
• Maintain accurate records of all service incidents, service requests, and actions taken to ensure compliance with internal and external reporting requirements.
• Assist with management of the service delivery budget, ensuring that resources are allocated effectively to meet service requirements.
• Ensure that the team is adequately resourced to meet the demands of the business, including workforce planning where necessary.
• Stay up to date with the latest industry trends, technologies, and best practices, suggesting new ideas or solutions for improvements.
• Be available outside regular working hours to provide emergency support and respond to urgent issues as they arise.

Academic qualifications and experience required for job:

• Bachelor’s degree in Business Administration, Engineering, Information Technology, Telecommunications, or a related field.
• Minimum of 3 years of experience in service delivery supervisory role, preferably within the telecommunications or IT industry.
• Strong understanding of service delivery processes, including incident management, problem management, and change management.
• Experience with Quality Control (QC) processes and methodologies, particularly in service delivery and IT/telecommunications.
• Strong communication skills, with the ability to engage effectively with customers, cross-functional teams, and senior management. Excellent verbal, written, and presentation skills are essential.
• Solid understanding of service level agreements (SLAs) and key performance indicators (KPIs).
• Excellent troubleshooting and problem-solving skills, with a customer-centric mindset.
• Experience with monitoring tools, ticketing systems, and reporting tools.
• Ability to work independently and as part of a team, with excellent time management and organizational skills.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organisational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.

BUSINESS SKILLS

• Report and business Writing Skills

INTERNAL/EXTERNAL CONTACTS

• All staff members
• Line managers
• Customers
• Equipment suppliers 
• Other related suppliers and contractors

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.