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

JOBSUMMARY:
An Network Engineer is to monitor/maintenance/troubleshooting/design of network projects (existing, ongoing and new), ensuring that all project specification, network quality requirements and timelines are met. In general, the role is responsible for the field activities.
 
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.