Manager - Enterprise Service Delivery (Technical) at 9mobile

Job Summary

• To effectively manage clients/customers, facilitating their requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship through the delivery of great service. Service Delivery Managers are the key account contacts for day-to-day management of our clients; they will work with the client to provide a consistently high level of service delivery across all areas of business interaction.

Principal Functions

• Have a detailed knowledge of the services provided to each account
• Understand the effect a service outage may have from the client perspective
• Be responsive to the client in any and all requests or issues
• Act as an escalation point for issues reported into the NOC/Technical Teams
• Provide weekly/monthly client reports on service requests and issues
• Update ticket tracking systems for requests and issues (ensuring client visible comments are accurate, relevant and dated correctly.
• Liaise with technical teams for most recent updates and gain an understanding of the outstanding deliverables.
• Ensure timescales are within reach
• Hold weekly/monthly meetings with client both in person and by conference call
• Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to line management
• Manage small projects and requests through to delivery
• Scope request deliverables
• Liaise with client and other third parties to gather required information
• Ensure any change of scope is referred to the account manager for billable services
• Ensure tasks are allocated and being progressed effectively
• Facilitate hand over of larger projects to the PMO group
• Maintain an active interest in the running of the project
• Attend all client project update meetings
• Provide feedback to account managers
• Be the contact point for PMO in case of delays, issues, changes of scope resulting in increased costs etc.
• Build relationships and rapport with key client contacts
• Record and update client contacts lists for escalation / service outages and key contacts for other business aspects IE billing
• Help define and improve client SLA's
• Ensure all client services are billed correctly with the accounts department

Educational Requirements

• First degree or equivalent in Electrical Engineering or related discipline
• Six (6) to Eight (8) year work experience with at least three (3) years in a supervisory role

Knowledge:

• Sound knowledge of Mobile Networks -Planning, Deployment and Operations
• Enterprise delivery for various services such as Internet, APN, Leased lines, voice & video solutions, cloud service
• IP Networks & Last mile connectivity design & planning
• Bandwidth and capacity planning &management
• Project management
• Systems integration

Skills:

• Understanding of IP networks and traffic, firewalls, routing etc.
• Understanding of computer hardware types, and current advances in server and network hardware in the enterprise
• Analytical and Presentation skills
• Problem Solving
• Leadership & entrepreneur skills

Behavior:

• Drive to deliver outstanding customer service
• Willingness to learn and develop new skills
• Dedicated and able to work to deadlines
• Ownership and follow up skills
• Able to work both as part of a team or under own initiative
• Able to take responsibility for own actions and performances
• Teamwork
• Customer Focus