Assistant Service Manager at eStream Networks

Job purpose

The Assistant Service Manager is responsible for assisting in planning, coordinating and controlling the activities of eStream service Center for all Enterprise subscribers in order to delight and enhance customer loyalty.

She will assist in leading the team to support and maintain consistence service quality by maintaining organizational and operational agreed OLA and each customer SLA.

Supporting field engineers and customers in the deployment, maintenance and troubleshooting to restore normal service operation within the agreed OLA on:

1. Various WAN connectivity solutions (Internet & VPN);

across multiple technologies like Radio (PTP, PTMP), Fiber, VSAT from various service providers.

1. b) Various LAN and WLAN solutions.

Duties and responsibilities

Strategic Responsibilities

• Assist in Strategizing, Plan and Co-ordinates the activities of eStream service Center for all enterprise customers.
• Assist in developing and put in place operational standards by reviewing and enforcing Service Centre policies, processes and procedures to team member.
• Assist in staying abreast of current technologies (including monitoring software’s), industry trends/best practices and regulations as it relates to Service Management and recommend improvement plans.
• Assist in conducting regular service performance review meetings with vendors and customers.
• Ensure service Operations meetings are productive.

General Expectations

• Conceptual Thinker – Assist in executing strategic initiatives to achieve business objective.
• Improvement Driver – Assist in Executing and identifying opportunities to eliminate or reduce churn.

 Technical / Analysis and Problem-Solving Responsibilities

• Assist in providing a clear tactical direction of resolving all enterprise services and related solutions.

• Provide Level 2 remote support to all FSE, contractors and customers during link troubleshooting and link maintenance for all services deployed by the company including 3rd party.

• Assist in Co-ordinating and managing all incidents (minor to major) to resolution, including incidents on vendor deployed (3rd party – Offnet) services for Enterprise Business unit.
• Assist Effectively to manage the departmental resources in order to archive the desired KPI’s
• Assist in ensuring proper documentation is done at all times and provide weekly and monthly report to the management team.
• Assist in constant review of vendor service performances including eStream and its POP’s in line with agreed SLA and make recommendations for vendor choice when services are to be deployed.
• Assist in Managing customers service availability, carryout reconciliations and negotiations resulting from surcharges with all customers.
• Assist in ensuring that service level and Operational level (OLA) targets are adhered to during incident resolution process.
• Ensuring strong service support team in maintaining strong customer relationship and satisfaction.
• Ensuring proper scoping session is well understood for every service delivered or deployed.
• Maintenance of existing customer accounts through Customer Retention Ratio (CRR) for all enterprise subscribers.

General Expectations

• Results Achiever – Produces sustainable business results
• Operationally Astute – Sets priorities correctly; plan, organizes and execute your weekly activities in order to achieve your weekly expected results.
• Problem Solver – Has the mental agility to identify and solve customer challenges in a timely manner.

Leadership

• Strict compliance to the company and departmental polices, processes and procedures.
• Assist in providing leadership for the department and promote discretion behaviors among employees and also Responsible for the overall performance of the department.
• Create and drive a vision for the department in line with corporate goals
• Assist in lead, coach, mentor, train/share knowledge and motivate your team members – encouraging them to deliver quality results that will translate to greater organizational performance
• Periodic review of existing resources (personnel, monitoring tools and systems) to ensure quality service support delivery.

Interpersonal, Relationship Management & Collaboration

• Collaborate with the Commercial; Network Operations; Service Delivery and Quality Assurance in ensuring good quality service is delivered at all times.
• Collaborate with all 3rd parties in ensuring good quality service is delivered at all times.

 Communication 

• Seek and provide regular important and useful feedback to your Line Manager and other stakeholders.
• Generate and submit weekly report of SMC activities to your Line Manager in order to make good business decision.
• Reporting service performance to Vendors and Customers on weekly/monthly/quarterly basis.

Customer Focus

• Identify customer needs and suggest appropriate service/solution to meet the need.
• Provide platforms to receive customer’s feedback.
• Ensure prompt resolution of all incidents and customers complaint.

Competency Requirement

Qualifications & Work Experience

• BSc/HND, MSc in either Computer Science, Computer Engineering, Electrical Electronics Engineering, Telecommunications Engineering or any other relevant discipline.
• Certified/Training on ITIL V3/4, ITIL Masters and CCNA OR Mikrotik (MTCNA)
• Training on ISO 9001:2015, certification on ISO 20000, RF (Cambium), Stakeholders Mgt, Customer Experience Mgt.
• 3-5 Years cognate experience as a Service Management Staff in which at least 2years must be as a Team Lead.

Skills & Abilities

• Proven experience as a Service Management Team Lead.
• Knowledge on LAN, MPLS, VPN, troubleshooting, Installation/troubleshooting on -APN, fiber, Radio
• Strong communication and interpersonal skills with aptitude in building relationships at all organizational levels.
• Good organizational Problem-solving and negotiation skills.
• Ability to function under pressure with time constraint while still providing leadership on assigned tasks.
• Ability to juggle multiple tasks with conflicting requirements.
• Advance knowledge of Network Architecture,
• Experience in the use of Microsoft CRM/Case Management.
• Knowledge on complete customer life cycle – SDRM Integration

 KPAs

• Maintain 90% Monthly assured revenue targets.
• No Customer Churn
• Maintain 95% of high standard of customer relationship
• Percentage level of customer satisfaction
• Strict compliance to eStream ISO 9001 Procedures