SERVICE DELIVERY MANAGER

SERVICE DELIVERY MANAGER

A subsidiary of Facey Telecommunications Division based in Jamaica is recruiting a Service Delivery Manager.

The successful candidate will develop and implement the strategy, to maintain service standards and performance metrics to meet customer and partner service levels. He or She will have direct responsibility for the Logistics & Service team and manage the relationship with our external hardware & telecom connectivity providers. 

CORE RESPONSIBILITIES: 

1. Establish and maintain systems and performance metrics to deliver on customer and partner Service Level Agreements and provide operational and executive level reporting.
2. Lead a team of Service delivery responsible POS terminal & peripheral device installation, configuration, maintenance and tier 2 support.
3. Manage the complete life-cycle of POS terminals & peripheral devices; develop & manage our hardware roadmap.
4. Maintain an accurate database of devices and peripherals deployed at merchant locations island wide.
5. Manage our relationship with external hardware & telecommunication connectivity partners.
6. Lead the development & implement of a service strategy for the organization. And work with internal stakeholders to embed the service levels within each department to support service objectives.
7. Support the organization goals as defined in the Annual operating plan.

ACADEMIC/PROFESSIONAL QUALIFICATIONS AND EXPERIENCE: 

• BSc in Engineering, Computer science or any other Engineering degree or a minimum of 5 years’ experience leading a Service or Operations team
• Experience in the Banking, IT or Telecommunication industry is preferred.
• Exceptional communication, presentation and negotiation skills and positive professional attitude
• Advanced MS Office skills preferred. 

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• Must own and operate a reliable, roadworthy vehicle
• The nature of the role requires that you be available outside of normal working hours.
• Willing to travel for work across the island.