Service Delivery Officer at e.Stream Networks (Nigeria) Limited

Reports to: Service Delivery Team Lead
Direct reports: NIL

Job Purpose

• Service Delivery Officer is responsible for planning, coordinating and facilitating the delivery of services to customers in line with e.Stream standard.
• The incumbent is expected to develop realistic project schedule, conduct risk management and stakeholder management toward attaining customer’s satisfaction.

Duties and Responsibilities
Strategic Insight and Integration:

• Work collaboratively with the technical team to maintain thorough knowledge of product capabilities with regards to customer requirement.
• Responsible for ensuring and confirming that newly deployed services are done in line with e.Stream standard.

Technical / Analysis and Problem Solving:

• Coordinates the activities of the project team and external vendors in order to ensure services delivered consistently meet customers’ expectation.
• Ensures the delivery of services to customers within the agreed timeline.
• Responsible for ensuring effective quality control processes are in place to monitor services delivered to customers.
• Ensure accurate documentation of services delivered to customers on the CRM.

Leadership:

• Contribute in creating and driving a vision for the unit in line with corporate goals.
• Lead and motivate team members – encouraging them to deliver quality results

Interpersonal, Relationship Management & Collaboration:

• Liaise with internal stakeholders and 3rd party vendors to deliver projects.
• Promote customer service and track timelines for delivery of services to customers.

Communication:

• Deliver periodic and regular reports to line manager on service delivery activities, challenges and results.
• Provide regular important update to customers and internal stakeholders.
• Seek and provide useful feedback to line manager.
• Generate and submit periodic report on service delivery issues to management for informed decision.

Customer Focus:

• Ensure delivered services meet customer’s requirement.
• Provide platforms to receive customers’ feedback.
• Ensure prompt delivery of services to customers.

Requirements
Education & Work Experience:

• Bachelor's degree in Information Technology, Computer Science, Electrical Electronics Engineering or related field
• Minimum of 3 years work experience in a relevant role.
• Network experience in an ISP environment or a systems integration company with specialization in enterprise and service provider routing and switching solutions.
• Affiliation with relevant professional bodies

Competency, Skills & Certifications:

• Project Management Training/Certifications (PMP, Prince 2, etc.)
• Certification in CCNA & ITIL
• Strong verbal/written communication ethics
• ISP Network Design
• RF Technology Skills
• Leadership
• Customer Service
• Relationship & People Management

KPIs:

• Successful delivery of projects within the agreed timeline.
• 100% compliance to QMS standard.

Working conditions:

• The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
• The incumbent may be required to travel out of station seldom.

Physical requirements:

• This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.