Service Delivery Manager

Role Description

A service delivery manager's role focuses on keeping clients satisfied with the company's
services through managing projects, fixing any reliability issues, tracking service metrics,
managing budgets and helping lead the professionals responsible for getting services delivered
to clients. The MOC SDM will work within the GNEIC Service Center (HAC) and will be
responsible for the management of multiple Home Connection and Activation projects and
ensure that these are delivered on time. A key part of this role is the proactive management and
interfacing with Service Center Team. She or he will need to make sure that the proper
connections schedule delivery will be created via appropriate contact with end-customers. If any
connection and activation orders are falling behind schedule the SDM is responsible in the
second instance to identify and manage corrective actions. Service Delivery Manager will
manage the group of dedicated Service Center personnel that carry end to end responsibility for
the connections and corresponding support.

Key Accountabilities

● End to End Delivery responsibility for Connections and Activations by Service Center
● Management of SC team members
● Focusing on maintaining good relationships with customer and improving the company's
services to keep them satisfied
● Monitoring of all active orders allocated to the SC
● Management of orders that have fallen behind schedule or out of agreed SLA
● Provision of Connection and Activation Management weekly reports

Key Responsibilities

● Using agreed methodology and standards to manage customer Service Centre risks,
issues and deliverables
● Provision of weekly connection and activation reports on all received orders
● Manage the team to connect and activate end-customers within the agreed SLA
● Communications with TPM, PM and other functions on the progression of orders
● Build and maintain the connection schedules
● Be a second instance for carrying out root cause analysis of any order that had to be
aborted, re-scheduled or failed SLA agreements and provide remedial actions to support
connection and activation activities including proposal of process change or highlighting
additional training requirements
● Review of order planning and status reports through working consultatively with TMP
and other individuals across multiple functions
Key Performance Indicators

● Delivery of all orders on time and quality, in accordance with SLA

● Accuracy and timeliness of status reporting, risk/issue identification and management
and adherence to operational processes

Key Skills

● Good understanding of process and procedural management within an operations center

environment
● Experience in managing multi-skilled virtual teams to deliver tasks to time in a high
pressure environment
● Good project management skills
● Have a proven track record of delivering projects on time, quality and budget
● Have a good understanding of customer business and technical challenges
● Experience of service provider and enterprise operational structures and processes
● Fluent English (written and spoken)
● Outgoing problem solver with customer service and management experience
● The ideal candidate should be certified in Project Management
● Good interpersonal and communication skills
● Good negotiator
● Ability to work, take risk and decisions under time pressure
● Excellent documentation and management skills
● Excellent communication skills verbal & written
● Science Degree or equivalent (desirable)

Key Experiences

● Experienced in managing the delivery / operations projects

● Experienced in using task driven workflow management toolsets (desirable)
● Experienced in the management of virtual teams spread across multiple countries
● Track record of project management delivery in a telecoms environment
● Telecommunications experience
● People and process management

Key Attributes

● Proven management experience and able to work on own initiative

● Dynamic and creative
● Culturally adaptable and flexible
● Ability to assimilate quickly and act decisively
● Ability to work under and react to stressful conditions
● The ability to use a range of management styles, including; influencing, negotiation and
directive style.
Dispatch & Support Service

Role Description

The key purpose of the role is to support PM/Rollout managers with controlling E2E processes
regarding network build and home connections of end customers.
A key responsibility of the role is the validation of the input data, control over large quantity of
orders and make sure that connecting and activating equipment on customer premises will be
successful. Support Agent will be also providing remote support to the Technician on location.

Key Responsibilities

● End to End supervision over connection of new end-customer and network build
● Order processing
● Support home connection and activation activities
● Provisioning verification
● Work with Field Forces and Customer to ensure correct connections
● Allocating Engineers to corresponding time slots suitable also for end-customers
● Making updates and corrections to used database to ensure it is up to date

Key Skills

● Ability to perform to a consistently high level under pressure

● Understanding of FTTx networks
● Experience of working in a virtual team environment
● Have a understanding of provisioning procedures
● Fluent English (written and spoken)
● Excellent communication skills verbal & written
● Good analytical skills

Key Experiences

● Good track record of meeting targets in a high pressure environment

● Telecommunication experience would be an advantage
● Experience with end-customer contacts
● FTTx network experience

Key Attributes

● Able to work on own initiative

● Methodical
● Culturally adaptable and flexible
● Ability to assimilate quickly and act decisively