Service Delivery Assurance Supervisor

Company description:

Digicel Group Limited

Job description:

JOB TITLE: Service Delivery & Assurance Supervisor

Primary objective of the job:

The Service Delivery & Assurance Supervisor will be responsible for overseeing the seamless delivery of services to customers, while also maintaining a high standard of quality across all service-related activities to drive customer satisfaction and revenue growth. This role involves managing and assuring the successful execution of customer service initiatives, ensuring customer satisfaction, and effectively resolving any service-related issues. Additionally, this role includes a focus on quality control (QC) processes, ensuring that the service delivery aligns with Digicel's high standards and customer expectations.

Main duties and responsibilities:

Key Responsibilities:

• Manage day-to-day service delivery operations, ensuring seamless coordination between internal teams and external stakeholders, ensuring services are delivered in line with customer expectations and SLAs.
• Manage the end-to-end delivery of Digicel’s services to customers, ensuring timely and effective resolution of service-related issues.
• Act as the primary point of contact for key customers regarding service-related issues, escalations, and inquiries.
• Build and maintain strong relationships with customers, ensuring high levels of customer satisfaction and loyalty.
• Develop and implement strategies to optimize service delivery performance and efficiency.
• Implement and oversee quality control processes, ensuring compliance with industry best practices and Digicel’s internal quality standards.
• Continuously evaluate and improve implemented processes to enhance overall service reliability.
• Lead efforts to address any service gaps or failures, conducting root cause analysis and providing recommendations for corrective actions.
• Proactively engage with customers to identify service delivery challenges and implement corrective actions as needed.
• Monitor service performance metrics and KPIs to ensure that services are delivered consistently and meet or exceed customer expectations.
• Act as a point of contact for customers during the delivery process, keeping them informed of progress, service timelines, and any delays.
• Lead the response to incidents and service outages, managing the incident resolution process and ensuring minimal disruption to customers.
• Collaborate with internal teams (sales, cx, operations, and engineering) and vendors to ensure smooth service implementation, execution and alignment with quality standards.
• Collaborate with stakeholders across departments to track and report on quality metrics, aiming to continuously improve performance.
• Lead and mentor a team of Service Delivery professionals, fostering a culture of accountability, collaboration, and continuous improvement.
• Provide regular performance feedback, coaching, and training to ensure team members are equipped to meet performance goals.
• Develop and manage team performance metrics and conduct performance appraisals.
• Ensure all service delivery activities comply with internal policies, procedures, and external regulatory requirements.
• Take ownership of complex service issues and manage escalations in a timely and effective manner.
• Develop and implement long-term strategies to enhance service delivery processes, focusing on innovation and customer experience.
• Perform technical duties when necessary, including troubleshooting complex technical issues, assisting with system configuration, or providing on-site technical support during critical service delivery challenges.
• Provide feedback to relevant teams on customer satisfaction, operational issues, and process improvements.
• Prepare and present regular reports on service performance, quality metrics, and customer satisfaction levels.
• Maintain accurate records of all service incidents, service requests, and actions taken to ensure compliance with internal and external reporting requirements.
• Assist with management of the service delivery budget, ensuring that resources are allocated effectively to meet service requirements.
• Ensure that the team is adequately resourced to meet the demands of the business, including workforce planning where necessary.
• Stay up to date with the latest industry trends, technologies, and best practices, suggesting new ideas or solutions for improvements.
• Be available outside regular working hours to provide emergency support and respond to urgent issues as they arise.

Academic qualifications and experience required for job:

• Bachelor’s degree in Business Administration, Engineering, Information Technology, Telecommunications, or a related field.
• Minimum of 3 years of experience in service delivery supervisory role, preferably within the telecommunications or IT industry.
• Strong understanding of service delivery processes, including incident management, problem management, and change management.
• Experience with Quality Control (QC) processes and methodologies, particularly in service delivery and IT/telecommunications.
• Strong communication skills, with the ability to engage effectively with customers, cross-functional teams, and senior management. Excellent verbal, written, and presentation skills are essential.
• Solid understanding of service level agreements (SLAs) and key performance indicators (KPIs).
• Excellent troubleshooting and problem-solving skills, with a customer-centric mindset.
• Experience with monitoring tools, ticketing systems, and reporting tools.
• Ability to work independently and as part of a team, with excellent time management and organizational skills.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organisational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.

BUSINESS SKILLS

• Report and business Writing Skills

INTERNAL/EXTERNAL CONTACTS

• All staff members
• Line managers
• Customers
• Equipment suppliers 
• Other related suppliers and contractors

Profile description:

The Service Delivery & Assurance Supervisor will be responsible for overseeing the seamless delivery of services to customers, while also maintaining a high standard of quality across all service-related activities to drive customer satisfaction and revenue growth. This role involves managing and assuring the successful execution of customer service initiatives, ensuring customer satisfaction, and effectively resolving any service-related issues. Additionally, this role includes a focus on quality control (QC) processes, ensuring that the service delivery aligns with Digicel's high standards and customer expectations.