Supplier Quality Service Manager (SQSM) at WIOCC Nigeria Limited

The Supplier Quality Service Manager will be responsible for managing and supervising the supplier services in WIOCC. The SQSM will hold suppliers to account on the performance of their services through rapid response to failures, clear escalation matrix and claiming rebates when service levels are not achieved. SQSM will be the WIOCC champion to ensure suppliers deliver as promised for WIOCC to achieve high levels of client satisfaction.

Key Responsibilities and Accountabilities

• Coordinate with Internal departments on supplier-related matters and escalations
• Coordinate with Engineering and Project teams to manage escalations arising during strategic network deployments and infrastructure installations
• Monitor suppliers’ performance against SLAs, follow up on service credits and rebates to prevent revenue leakage
• Align with Legal to review, draft and negotiate Supplier SLAs and MSAs to ensure alignment with business and operational requirements
• Assist in identifying problem areas within suppliers and supplier networks that will drive future purchase plans
• Support Business Continuity Planning (BCP) by ensuring redundancy and failover readiness
• Collaborate with Finance to escalate and resolve billing discrepancies, invoice disputes and service credit issues with suppliers
• Evaluate supplier risk and recommend diversification where necessary
• Identify service concerns, issues, challenges and escalate to management
• Coordinate escalations to suppliers when necessary to ensure services are restored within the shortest time to minimise client downtime
• Manage problem tickets for recurring network incidents and drive permanent fixes
• Hold monthly service reviews, measuring and improving supplier performance, chair meetings, maintain minutes, track and ensure actions are completed
• Drive continuous improvement initiatives to enhance network stability and service quality
• Maintain accurate supplier performance dashboards and executive reports
• Assist with creation of ad hoc reports as needed
• Align supplier delivery with customer experience targets and business growth objectives

Qualifications and Experience

• Bachelor's degree in Telecommunications, Engineering, IT or in a related field
• ITIL for Service Management course or equivalent
• Minimum 5 years’ experience in telecom industry including experience in service desk or similar fields
• Knowledge of telecommunication systems including OTN, SDH and Data (Ethernet, IP/MPLS)
• Expert knowledge of at least one trouble ticket system, NetSuite desirable
• Excellent communications and soft skills, including ability to listen to and summarise and concisely share key information with teams, produce reports, SLA processing and improvement plans
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
• Good network diagnostic skills
• Effective written and verbal communications skills evidenced by work history and accomplishments
• Strong analytical skills and able to collate and interpret data from various sources
• Willing to work on a 24/7 including nights, weekends and public holidays / on call as required

Attributes

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personal excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnership.