Service Delivery Manager x1

Full time Econet Wireless Zimbabwe in Telecommunications
  • Post Date : January 19, 2023
  • Apply Before : January 25, 2023
  • View(s) 648
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Job Detail

  • Career Level Manager
  • Experience 4 Years
  • Industry Telecommunications
  • Qualifications Bachelor's Degree

Job Description

Job Purpose


The main purpose of the role is to manage a B2B market segment product portfolio and innovation funnel by ensuring timely and efficient delivery of service/products that deliver continual commercial value.

Key Responsibilities


  • Defining segment strategy and delivery budget with commercial team
  • Identifying and understanding the needs and requirements of the customers within a market segment, and moving to meet those needs proactively
  • Directing the decision-making process that results in the transformation of ideas into innovative initiatives for a market segment
  • Leads the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
  • Leads in building partnerships with solution providers and liaising with team leaders to determine the company’s services, delivery criteria, and solutions for a given market segment.
  • Manages vendor/contractors to ensure delivery of service in line with contract and SLAs
  • Review and provide inputs to Installation Plans, LLD documents for new products, systems and/or services.
  • Providing adequate direction and leadership for the professional onboarding of the customer, product definition, business modelling.
  • Establishing the processes needed to provide consistently high levels of customer experience and service delivery in a cost-effective manner.
  • Directing and controlling the processing and customer requests, fulfillment of orders, customer inquiries and resolving customer complaints
  • Organizing segment programs and activities in accordance with the segment strategy
  • Planning, executing and finalizing projects according to deadlines and budgets
  • Actively contributing to the growth of existing clients and the generation of new business
  • Assessing customer feedback and using their expertise to establish, improve, and refine services.
  • Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services.
  • Producing accurate and timely reporting of program and project status throughout its life cycle.


Qualification, Skills and Experience


  • 6 O Levels Including Mathematics, Science and English.
  • 2 A Level passes
  • Degree in Electronic , Electrical Engineering, Telecommunications and Computer Engineering, Business Related field, or equivalent
  • Relevant post graduate or vocational qualification will be an added advantage (Enterprise Architecture, Project Management, Change Management, Business Analysis, ITIL)
  • 2 to 4 years experience in a similar or related environment
  • Strong customer service, program & project management, and quality control skills.
  • Good resource planning skills.
  • Excellent leadership and customer service skills.
  • Strong teamwork skills and attention to detail.

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