Service Delivery Manager

Company description:

Digicel Group Limited

Job description:

Primary objective of the job: 

• Timely and accurate delivery of wholesale circuits and services across multiple markets
• Act as the central point of contact between internal teams and international carriers/partners
• Monitor service delivery performance against contractual SLAs and internal KPIs, ensuring high-quality execution and customer satisfaction
• Manage equipment procurement and inventory to support timely installations 
• Proactively identify, assess, and mitigate risks that could impact service delivery timelines
• Support the execution of the Wholesale Data strategy by aligning service delivery initiatives with broader business goals

Main Duties and Responsibilities:

• Lead the planning, implementation, and deliveries of Wholesale Data projects, including service activations, database maintenance, and circuit handovers.
• Collaborate with Global Connect, International IP Operations, and market delivery teams to ensure successful implementations
• Act as the first point of contact for Wholesale Data delivery-related inquiries, providing pre- and post-delivery support to internal and external stakeholders.
• Manage equipment ordering, inventory tracking, and resource allocation to support installations and service readiness
• Develop project plans and deliveries with specific timelines
• Track project milestones and deliverables to ensure adherence to SLAs and KPIs
• Liaise with clients, internal and external partners, and suppliers
• Manage communication flows, resolve project-related conflicts to maintain delivery momentum
• Ensure accurate project documentation, status reporting, and record management from initiation through closure, supporting transparency and audit readiness
• Perform other duties as assigned

Academic Qualifications and Experience Required:

• Primary Degree in Business, Logistics or Telecommunications
• Minimum 5 years experience in Project Management or Service Delivery
• Telecommunications experience preferred
• Knowledge of Data Services including Subsea and Terrestrial, Ethernet, MPLS, IP Transit and Hosting/Co-Location Services
• Proven understanding of important financial concepts, purchasing practices and industry specific aspects of service providers/carriers

Functional Skills:

The Ideal candidate must be / have:

• Proficiency in the Microsoft Office suite of products – particularly MS-Excel, MS-Word and MS-PowerPoint a requirement.
• Ability to analyze and solve problems
• Advanced verbal and written communication skills and the ability to work with a wide range of constituencies in a diverse community
• Ability to work professionally and cooperatively with team members and outside partners
• Excellent organizational skills with a willingness to assume responsibilities and take initiative
• Strong time management skills, especially when facing tight deadlines