Service Delivery Coordinator (TEMP.)
Digicel
- Kingston and St. Andrew
- Not disclosed
- Permanent full-time
- Updated 18/07/2014
- Monifa Hayden
After 13 years of operation, Digicel Group Limited has over 13 million customers across its 31 markets in the Caribbean, Central America and Asia-Pacific. The company is renowned for delivering best value, best service and best network. Dig
After 13 years of operation, Digicel Group Limited has over 13 million customers across its 31 markets in the Caribbean, Central America and Asia-Pacific. The company is renowned for delivering best value, best service and best network.
Digicel is the lead sponsor of Caribbean, Central American and Pacific sports teams, including the Special Olympics teams throughout these regions. Digicel sponsors the West Indies cricket team and is also the title sponsor of the Digicel Caribbean Cup. In the Pacific, Digicel is the proud sponsor of several national rugby teams and also sponsors the Vanuatu cricket team.
Digicel also runs a host of community-based initiatives across its markets and has set up Digicel Foundations in Jamaica, Haiti and Papua New Guinea which focus on educational, cultural and social development programmes.
Digicel is incorporated in Bermuda and its markets comprise: Anguilla, Antigua & Barbuda, Aruba, Barbados, Bermuda, Bonaire, the British Virgin Islands, the Cayman Islands, Curacao, Dominica, El Salvador, Fiji, French Guiana, Grenada, Guadeloupe, Guyana, Haiti, Jamaica, Martinique, Nauru, Panama, Papua New Guinea, Samoa, St Kitts & Nevis, St. Lucia, St. Vincent & the Grenadines, Suriname, Tonga, Trinidad & Tobago, Turks & Caicos and Vanuatu. Digicel also has coverage in St. Martin and St. Barts in the Caribbean
Visit www.digicelgroup.com for more information.
We invite applications for a new Digicel Opportunity - Service Delivery Coordinator (Business Solutions) - Temporary
Primary objective of the job:
- The primary role of the Service Delivery Coordinator is to schedule, coordinate and oversee the installation of all Business Solutions products. Candidate is required to effectively manage contractors and liaise with internal Technical, Customer Support and Implementation team.
- The Scheduler is responsible for establishing, maintaining and enforcing the process and procedures necessary to ensure successful delivery from the Business Solutions Service Delivery team.
Number of persons managed/supervised and their positions:
- None
Main Duties and Responsibilities:
- Sending out notification for Contract receipt, Survey, Installation & Commissioning to customers and internal customers, prior to and upon completion of each stage
- Raising POs for ICT related services and products
- Liaising with contractors to ensure jobs are completed as scheduled
- Liaising with contractors to ensure faults are resolved in a timely manner.
- Liaise with contractors & RF team twice a day for surveys and installation.
- Provide on the ground support for WiMAX faults
- Coordination of integration of devices for ICT and Cloud customers via Customer Support.
- Liaising with Customer Support to implement integrations
- Provisioning of services via IP Team
- Coordination of integration of devices for Point to Point and WiMAX services
- Updating database files
- Support Project Management Team
Academic qualifications and experience required for job:
- Educated to Degree / Diploma standard. IT qualifications or certifications are a plus.
- Knowledge of ICT industry
- 2 years project management experience in ICT, Telecommunications or related disciplines.
- 2 years in Customer Care experience
Functional Skills:
- Working knowledge of AlvariStar
- An understanding of IT / Telecommunications systems
- Customer Service Management skills
- Understanding of ICT internal processes would be an advantage
- Strong oral and written skills
- Working knowledge of Excel and Word
- Ability to multitask
Internal/External contacts:
The Service Delivery Coordinator will be required to liaise with the following internal/external contacts.
Internal
- All ICT customers
- Service Delivery
- Business Risk
- ICT Sales
- Digicel Business
- Technical
- Digicel Group
External
- External contractors and partners
Authority:
- Dispatching of contractors and Customer Support field engineers
Working Condition:
- Required to work normal hours of Monday to Friday 8am - 5pm
- Required to work late evenings, weekends and public holidays if required
Key Performance Indicators:
- Maintain the SLA between Internal staff and Corporate Customers as it regards delivery time for all products.
- Ensure that all contractual jobs are completed and integrated to meet targeted revenue forecasts from Sales team.