Service Delivery Management and Back Office Manager at Phillips Consulting

Our client, a well established firm in the telecommunication industry is looking to hire a Service Delivery Management and Back Office Manager

Client: Telecommunication

Job Title: Service Delivery Management and Back Office Manager

JOB FUNCTIONS:

• Monitoring and managing good reputation for RNOC and ensure all service support platform are in optimal condition
•  In charge of RNOC offshore service delivery services, planning and smooth execution and extend to support to new offshore projects if need be.
• Maintaining high level of performance for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews and high-level incident notifications
• Ensure good understanding of Huawei OWS tools with knowledge and application of ICTOM, TT rules automations and methodologies are in place to seamlessly support service delivery
• Have a very strong telecom background and be familiar with inter-domain interactions and workings to gain insights into the scope of service delivery.
• Taking ownership and accountability for service delivery performance, meeting client/customer expectations, and driving future demand
•  Develop strategies to increase profit and minimize cost incurred on service delivery by proffer new solutions.
• Understanding all third-party service interaction as well as developing strategies for optimized service delivery.
• Continuous reviewing and recommending methods of performance improvement and seeing that actions are implemented for quality service delivery.
• Ensure accurate and regular reports to the management on performance of the service delivery
• Good resource management by Leading and optimizing personnel resources, management of staff recruitment, performance assessment, training, and mentoring strategy.
• Building stronger relationships within team both locally and RNOC to enable effective bond between domain
• Lead to ensuring no man-made critical incident are committed.
• Create awareness or training to avoid BCG offences and cyber security violation within the team.
• Drive to ensure Huawei core values and enhance codes of ethics in discharge of their duties.

MINIMUM QUALIFICATION/REQUIREMENTS:

• Proficiency in leading both physical and virtual teams
• Operational ability in a diverse, large-scale environment
•  Ability to multi-task and work in a high-pressure environment
• Experience with domain products in mobile Network
• Exceptional customer-facing skills
• Good knowledge of Huawei OWS platform and its application to MS operational transformation
• In-depth knowledge of escalation procedures, incident management service delivery
• Mastery of ITIL, PMP and few technical products.
• Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Good verbal and written communication skills
• Experience in dealing with third-party MS operational services support.