Service Delivery Manager - DFA

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

Service Delivery Management

•  Successful service delivery – manage service delivery lifecycle including OLA achievements (Accelerated delivery milestones) from Permissions to Provisioning
• Oversee and provide guidance on link delivery process from start to finish (RFQ to Provisioning).
• Providing solutions for customer escalated issues and ensuring that escalations are dealt with swiftly
• Managing data integrity of link orders in QuickBase
• Remove all obstacles, such as link issues, to ensure successful delivery of link orders to ensure financial sustainability 
• Use initiative to solve issues, find solutions and ensure timeous feedback and delivery of link orders
• Good, clear communication around issues that prevent link orders from being delivered – get things done, make things happen
• Follow up, escalate and act if service delivery is not meeting expectations
• Working with the operations teams to identify and manage service improvement activities
• Propose any amendments to improve internal processes

 Reporting on portfolio

• Monitor overall performance of service delivery and timelines
• Analyse service reports to address any possible delays before it occurs
• Distribute service reports weekly to key internal and customer stakeholders and raise any potential risks   

Portfolio Management

• Build and maintain a personal relationship with key staff
• Look out for customer’s and DFA’s long-term interests
• Clean up open orderbook to ensure link orders are current – highlight issues to 2nd level report
• Monitor Open Orderbook (Executables & Non-Executables) ensuring internal problem areas are addressed and resolved.

Requirements

Competencies and Minimum Requirements:

Knowledge, qualifications and experience

• QuickBase (workflow systems)
• MS Office suite including Power BI and intermediate Excel skills
• Diploma in either project management or engineering or Prince 2 certification
• At least 5 years project management/ service delivery management of which 3 years in the telecommunication industry
• Proven track record of delivering projects within defined timelines under high pressure
• Project & programme management: able to manage complex projects including concurrent projects and big customer specific programmes
• Decisive: must be able to use initiative to make quick decisions to resolve issues and overcome obstacles delaying delivery
• Must be able to partner with other DFA departments and contractors to achieve targets
• Customer management: tactful, resolute, and committed to providing excellent customer service
• Delivering results: ability to plan and organise self and work to achieve objectives and targets
• Maintain in-depth knowledge of product offering