Service Delivery Manager at MainOne

Responsibilities   
The Service Delivery Manager is responsible for coordinating the entire service delivery process to ensure Main One’s subscribed customers are connected to its network in accordance with all agreements made between the Company and the customer. Accordingly, the Service Delivery Manager shall oversee the integration of all units and functions involved in the customer service delivery process, to ensure a seamless end to end delivery of service for Customers.
 
Specifically, other responsibilities include :

• Create an orderly architecture for managing  the sales process lifecycle
• Proactively monitor and track lead progress, opportunity pipeline and activities via CRM tool
• Track and keep records of sales targets and actual figures and compiling them into reports for management.
• Ensure that business support systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
• Provides a focus for SLA management and customer satisfaction across the relevant customer base.
• Develop feedback or complaints procedure for Customer use
• Define schedule and execute formal customer review meetings
• Provide regular support to the Finance target of the business by managing cost of sales
• Collaborate with Network Operations in managing unexpected operational events
• Provide  support for all customer  satisfaction issues and ensures root-cause analysis is conducted and a corrective action plan is followed through
•  Develop retention and loyalty plan for Main One customers
• Ensure up to date records of all customers and documentation of their agreements, designs, correspondence / build customer database for easy accessibility.
• Define, maintain and manage Service Level Agreements with various business areas
• Ensure SLA’s are achieved and client expectations are met (or exceeded). •
• Ensure that systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
• Ensure effective monitoring, control and support of  service delivery •
• Develop and drive initiatives toward improved service delivery and customer service experience •Organize reviews of processes and procedures required to meet customer needs.
• Analyse statistics relating to IS Metrics and performance 
• Ensure preparation and presentation reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
• Manage customer expectations and ensure overall customer satisfaction 

Supervision   
To work directly under the supervision of the Chief Executive Officer

Qualifications, Skills  & Competencies:   

• Bachelor's  degree in relevant disciplines
• 10-15 years experience with at least 5 years in senior Service Delivery role.
• Excellent Interpersonal Skills
• Strong IT Skills: Word, Excel, Power point
• Bid/Tender Management Skills/Experience
• Decisive and able to meet aggressive delivery timelines
• Ability to generate high-quality proposals
• Self starter and proactive
• Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority
• Detailed oriented and able to take ownership of assigned tasks
• Accountable and dependable
• Organised and comfortable handling multiple priorities
• Good understanding of the Company’s products and services
• Strong communication skills and a high energy level
• Familiar with local, state and federal regulations affecting the delivery of the Company’s products and services
• Able to be patient with and handle difficult customers
• Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
• Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
• LLB degree, ITIL, PMP in view

Demand on the Job   

• Ability and willingness to work long hours and meet tight deadlines;
• Ability to work with minimal supervision
• Ability to make timely decisions, exhibiting sound and accurate judgment
• Travel required
• Ability to pay attention to details
• Ability to work independently

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Responsibilities   
The Service Delivery Manager is responsible for coordinating the entire service delivery process to ensure Main One’s subscribed customers are connected to its network in accordance with all agreements made between the Company and the customer. Accordingly, the Service Delivery Manager shall oversee the integration of all units and functions involved in the customer service delivery process, to ensure a seamless end to end delivery of service for Customers.
 
Specifically, other responsibilities include :

• Create an orderly architecture for managing  the sales process lifecycle
• Proactively monitor and track lead progress, opportunity pipeline and activities via CRM tool
• Track and keep records of sales targets and actual figures and compiling them into reports for management.
• Ensure that business support systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
• Provides a focus for SLA management and customer satisfaction across the relevant customer base.
• Develop feedback or complaints procedure for Customer use
• Define schedule and execute formal customer review meetings
• Provide regular support to the Finance target of the business by managing cost of sales
• Collaborate with Network Operations in managing unexpected operational events
• Provide  support for all customer  satisfaction issues and ensures root-cause analysis is conducted and a corrective action plan is followed through
•  Develop retention and loyalty plan for Main One customers
• Ensure up to date records of all customers and documentation of their agreements, designs, correspondence / build customer database for easy accessibility.
• Define, maintain and manage Service Level Agreements with various business areas
• Ensure SLA’s are achieved and client expectations are met (or exceeded). •
• Ensure that systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
• Ensure effective monitoring, control and support of  service delivery •
• Develop and drive initiatives toward improved service delivery and customer service experience •Organize reviews of processes and procedures required to meet customer needs.
• Analyse statistics relating to IS Metrics and performance 
• Ensure preparation and presentation reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
• Manage customer expectations and ensure overall customer satisfaction 

Supervision   
To work directly under the supervision of the Chief Executive Officer

Qualifications, Skills  & Competencies:   

• Bachelor's  degree in relevant disciplines
• 10-15 years experience with at least 5 years in senior Service Delivery role.
• Excellent Interpersonal Skills
• Strong IT Skills: Word, Excel, Power point
• Bid/Tender Management Skills/Experience
• Decisive and able to meet aggressive delivery timelines
• Ability to generate high-quality proposals
• Self starter and proactive
• Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority
• Detailed oriented and able to take ownership of assigned tasks
• Accountable and dependable
• Organised and comfortable handling multiple priorities
• Good understanding of the Company’s products and services
• Strong communication skills and a high energy level
• Familiar with local, state and federal regulations affecting the delivery of the Company’s products and services
• Able to be patient with and handle difficult customers
• Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
• Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
• LLB degree, ITIL, PMP in view

Demand on the Job   

• Ability and willingness to work long hours and meet tight deadlines;
• Ability to work with minimal supervision
• Ability to make timely decisions, exhibiting sound and accurate judgment
• Travel required
• Ability to pay attention to details
• Ability to work independently