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  • Posted: Jan 21, 2022
    Deadline: Jan 23, 2022
  • Welcome to Phillips Consulting Limited. We are a leading business management consulting practice serving clients across Africa. We work in all major sectors of the economy and levels of government engaging highly trained and sector-experienced consultants. PCL is a wholly owned Nigerian firm with offices in Lagos, Abuja and Johannesburg. Established in 1992...
    Read more about this company


    Service Delivery Management and Back Office Manager

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

    Client: Telecommunication

    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.

    • 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.


    • 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.

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