Since our launch in Jamaica in 2001, Digicel has expanded rapidly and now spans 32 markets in the Caribbean, Central America and Asia Pacific. In recent years we have evolved into a Total Communications and Entertainment provider by broadening our
Since our launch in Jamaica in 2001, Digicel has expanded rapidly and now spans 32 markets in the Caribbean, Central America and Asia Pacific. In recent years we have evolved into a Total Communications and Entertainment provider by broadening our products and services to include Cable TV and Broadband, Digital Advertising and Business Solutions. We are proud to serve our valued customers across a number of different platforms at home, at work and on the go. Employing over 6,500 people we have invested more than US$5 billion in our business worldwide to bring leading edge technologies and services to the countries in which we operate.
We take great pride in creating an EXTRAORDINARY work environment in which our people can excel. Digicel brings together smart, dedicated and energetic people from all walks of life. With 92 different nationalities represented, we are a truly global organisation.
Whether working within our technology, commercial or operational areas Digicel life is always engaging, dynamic, and above all rewarding. Our people are always looking to challenge the status quo and understand how we can be better for the good of our customers and our communities. Sound good?
Visit www.digicelgroup.com for more information.
We invite applications for a new Digicel Opportunity - Senior Managed Services Manager - Digicel Jamaica
Primary objective of the job:
The primary objective of this role is drive the achievement of customer SLA's and satisfaction in addition to the management of a highly technical 24 x 7 team including Rota Management, ticket management and governance reporting. This is a senior position that requires excellent communication and diplomatic customer skills when dealing with major issues or discussing new business. The successful candidate will be responsible for team development and is accountable for the services provided to our customers and opex of the team.
Number of persons managed/supervised and their positions:
1st, 2nd & 3rd Level technicians based in Jamaica or remotely
Main Duties and Responsibilities:
- Ensure that all processes and procedures that are developed and implemented are enforced
- Development of the managed services function and customer relationship management
- Ensure that any billing/financial issues and requirements for the business are managed in an accurate and time
- Responsible for the overall quality of the services offered to SLA
- Build and maintain excellent working relationships with the clients and the wider Digicel Business
- Recognize and react to potential sales and upselling opportunities
- Ensure collaborative relationships with key suppliers are built and maintained
- Attend and manage governance meetings with key clients as part of their contract governance
- Ensure that the service management of the contract remains aligned to ITIL (Information Technology Infrastructure Library)
- Report on the services to the Senior Management Team and development of reports for customers
- Develop Managed Service as a product and promote it
- Overall ownership of the team, development of new processes and procedures and strategic direction of the unit
- Other duties as assigned
Academic qualifications and experience required for job:- Minimum first degree in Business Management or Information Technology (IT)
- Three (3) to Five (5) years professional experience working in a similar senior environment
- Knowledge of growing trends within technology especially in the areas of IP/IT technology and Cloud solutions. Managed Services experience and managing a Service Desk function.
- Fundamental knowledge of ITIL "Best Practice' Principles and experience of deployment support strategies, processes and supporting technology in line with ITIL
- Experience in project management of medium to large projects, preferably rolled out to users across multiple sites
- Broad understanding of Digicel's products and services would be an advantage
- Broad understanding of the tools, processes and technologies used to manage a customer facing, multi-geographical service desk would be an advantage
- Customer Service and People Management Experience
Functional Skills:- Excellent interpersonal skills
- Strong relationship building skills
- Ability to function in a fast paced and dynamic environment
- Ability to multitask and meet tight deadlines
- Excellent customer relationship management skills
- Sound commercial and business acumen
- Excellent customer service skills
- Ability to motivate and strongly influence others
- Attention to detail
- Self-starter, Flexible and Resilient
- Ability to use analytical and performance reporting/generating tools
- Understanding customer needs, prioritize events and issues and communication
In return, you will have the opportunity to work in a fast-paced, enterprising environment, where your skills will be valued and rewarded. Digicel recognizes our staff and management team are largely responsible for our success to date. Digicel's unique culture is driven by an entrepreneurial style encapsulated by our Chairman, board of directors and management, all seasoned telecom executives and industry experts with vast experience in building, expanding and marketing mobile services globally.