Service Delivery Manager at Phase3 Telecom

Role Summary

• The Service Delivery Manager shall create and ensure customer value and satisfaction through efficient service delivery infrastructure and processes.
• The role shall support services sales and delivery execution directly or indirectly via the unit’s resources and also understand and align P3T’s overall service delivery processes, models and strategies to enhance customer experience.

Key Responsibilities
Include but not limited to:

• Provide support to ensure quality and optimal service delivery execution
• Contribute to and support services sales to achieve positive TTC (Time To Customer) outcomes
• Support the main customer interfaces (KAMs) in planning, designing and delivering solutions with the objective of strengthening the customer relationship
• Support to manage the customer’s expectations and perception of P3T’s delivery of SLAs in order to ensure excellent customer satisfaction
• Ensure agreed processes and work instructions are implemented and used by P3T’s engineering organization
• Interact closely with the customer to better understand their pain points and define/provide technical solutions to offer up add on sales possibilities
• Perform the role of a solution architect in responding to bids, tenders and proposals towards the customer
• Support competence development activities through OJT (On the Job training) and ILT (Instructor led Training) solutions that will improve knowledge and skills of personnel in the delivery organization
• Excellent knowledge of the customer network in terms of functionality, capacity, end-user-services etc
• Coordinate with other departments as required in order to accomplish service excellence across the business.

Qualifications & Work Experience

• Degree in Electrical Engineering / Telecommunication / Computer Science / Computer Engineering / Mathematics / Physics or equivalent
• At least five years of relevant work experience.

Key Skills And Attributes:

• Team player, and ability to work with own initiative
• Dynamic, Creative and Innovative; Ability to assimilate quickly and act decisively.
• Professional and Positive Approach
• Strong verbal, written and interpersonal communication skills
• Result oriented, able to work independently and under pressure
• Open minded approach to solving problems and dealing with new challenges
• Customer insight
• Good knowledge of products and systems in the customer’s network
• Good knowledge and understanding of the customer’s business situation
• Project management skills
• Change and improvement management skills
• Fundamental leadership competence.

Behavvioural Competencies:

• Formulating Strategies & Concepts
• Relating & Networking
• Adhering to Principles & Values
• Leading & Supervising
• Adapting & Responding to Change
• Persuading & Influencing
• Delivering results & Exceeding customer expectations
• Planning & organizing
• Entrepreneurial & Commercial
• Strong persuasion and negotiations skills with ability to create ‘win-win’ outcomes and long-term trust relationships.