Service Delivery Manager

Company description:

Digicel Group Limited

Job description:

JOB RESPONSIBILTY  

To support the market by delivering all contracted goods and services within the constraints of time, cost and quality.

MAIN DUTIES & REQUIREMENTS 

• Management of the Service Delivery and Project management teams.

• Prepare and present service performance reports to senior management.
• Ensure compliance with regulatory requirements and company policies.
• Monitor service performance and implement corrective actions when necessary.
• Drive process improvements to enhance service quality and efficiency.
• Act as the primary point of contact for service-related issues and escalations.

• Oversee the following end-to-end delivery of telecom services, ensuring compliance with SLAs and KPIs.
• WiMax Voice & Data
• Cloud Telephony
• Cloud Computing
• IP PBX Solutions & Associated Adjuncts
• Equipment sales
• Customer relationship management.
• Process creation and improvement.
• Alignment of service delivery capability with the sales pipeline.
• Regular status reporting to senior management

ACADEMIC QUALIFICATIONS AND/OR EXPERIENCE REQUIRED

• Bachelor’s Degree in IT or Telecoms Discipline
• Master’s Degree in Project Management
• CCNA or any other CISCO advance certification
• 5 years+ experience in service delivery / project management

SKILLS/COMPENTENCIES REQUIRED

• People Management
• Excellent communication and interpersonal skills
• Strong leadership skills, with the ability to motivate and inspire a team.
• Strong problem-solving abilities and a customer-centric mindset.
• Analytical and data-driven approach to decision-making.
• Results-driven with a strong focus on Customer Satisfaction.
• Flexibility to work in a fast-paced environment and adapt to changing priorities and business needs.
• Knowledge of relevant software applications (e.g., CRM systems).
• Strong understanding of telecom technologies (IP, MPLS, VoIP, Fiber, Wireless).

Profile description:

To support the market by delivering all contracted goods and services within the constraints of time, cost and quality.