Service Delivery Manager x1
Full time Econet Wireless Zimbabwe posted 2 weeks ago in Telecommunications Shortlist Email JobJob Detail
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Career Level Manager
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Experience 4 Years
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Industry Telecommunications
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Qualifications Bachelor's Degree
Job Description
Job Purpose
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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.