Service Delivery Manager - DFA

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS) Service Delivery Management Successful service delivery - manage service delivery lifecycle including OLA achievements (Accelerated delivery milestones) from Permissions to Provisioning Oversee and provide guidance on link delivery process from start to finish (RFQ to Provisioning). Providing solutions for customer escalated issues and ensuring that escalations are dealt with swiftly Managing data integrity of link orders in QuickBase Remove all obstacles, such as link issues, to ensure successful delivery of link orders to ensure financial sustainability Use initiative to solve issues, find solutions and ensure timeous feedback and delivery of link orders Good, clear communication around issues that prevent link orders from being delivered - get things done, make things happen Follow up, escalate and act if service delivery is not meeting expectations Working with the operations teams to identify and manage service improvement activities Propose any amendments to improve internal processes Reporting on portfolio Monitor overall performance of service delivery and timelines Analyse service reports to address any possible delays before it occurs Distribute service reports weekly to key internal and customer stakeholders and raise any potential risks Portfolio Management Build and maintain a personal relationship with key staff Look out for customer's and DFA's long-term interests Clean up open orderbook to ensure link orders are current - highlight issues to 2nd level report Monitor Open Orderbook (Executables & Non-Executables) ensuring internal problem areas are addressed and resolved. Requirements Competencies and Minimum Requirements: Knowledge, qualifications and experience QuickBase (workflow systems) MS Office suite including Power BI and intermediate Excel skills Diploma in either project management or engineering or Prince 2 certification At least 5 years project management/ service delivery management of which 3 years in the telecommunication industry Proven track record of delivering projects within defined timelines under high pressure Project & programme management: able to manage complex projects including concurrent projects and big customer specific programmes Decisive: must be able to use initiative to make quick decisions to resolve issues and overcome obstacles delaying delivery Must be able to partner with other DFA departments and contractors to achieve targets Customer management: tactful, resolute, and committed to providing excellent customer service Delivering results: ability to plan and organise self and work to achieve objectives and targets Maintain in-depth knowledge of product offering