MainOne’s success is built on having talented and highly proficient people within their respective fields as the driving force behind our business.
A job in MainOne is different from any other you have had. With joining MainOne you’ll be challenged, inspired and proud as you become a part of something big.
We are recruiting for the vacant position of:
Job Title: Service Delivery Manager
The Service Delivery Manager is responsible for coordinating the entire service delivery process to ensure Main One’s subscribed customers are connected to its network in accordance with all agreements made between the Company and the customer.
Accordingly, the Service Delivery Manager shall oversee the integration of all units and functions involved in the customer service delivery process, to ensure a seamless end to end delivery of service for Customers.
Specifically, other responsibilities include:
Create an orderly architecture for managing the sales process lifecycle
Proactively monitor and track lead progress, opportunity pipeline and activities via CRM tool
Track and keep records of sales targets and actual figures and compiling them into reports for management.
Ensure that business support systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
Provides a focus for SLA management and customer satisfaction across the relevant customer base.
Develop feedback or complaints procedure for Customer use
Define schedule and execute formal customer review meetings
Provide regular support to the Finance target of the business by managing cost of sales
Collaborate with Network Operations in managing unexpected operational events
Provide support for all customer satisfaction issues and ensures root-cause analysis is conducted and a corrective action plan is followed through
Develop retention and loyalty plan for Main One customers
Ensure up to date records of all customers and documentation of their agreements, designs, correspondence / build customer database for easy accessibility.
Define, maintain and manage Service Level Agreements with various business areas
Ensure SLA’s are achieved and client expectations are met (or exceeded).
Ensure that systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
Ensure effective monitoring, control and support of service delivery
Develop and drive initiatives toward improved service delivery and customer service experience Organize reviews of processes and procedures required to meet customer needs.
Analyse statistics relating to IS Metrics and performance
Ensure preparation and presentation reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
Manage customer expectations and ensure overall customer satisfaction
To work directly under the supervision of the Chief Executive Officer
Qualifications, Skills & Competencies
Bachelor’s degree in relevant disciplines
10-15 years experience with at least 5 years in senior Service Delivery role.
Excellent Interpersonal Skills
Strong IT Skills: Word, Excel, Power point
Bid/Tender Management Skills/Experience
Decisive and able to meet aggressive delivery timelines
Ability to generate high-quality proposals
Self starter and proactive
Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority
Detailed oriented and able to take ownership of assigned tasks
Accountable and dependable
Organised and comfortable handling multiple priorities
Good understanding of the Company’s products and services
Strong communication skills and a high energy level
Familiar with local, state and federal regulations affecting the delivery of the Company’s products and services
Able to be patient with and handle difficult customers
Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
LLB degree, ITIL, PMP in view
Demand on the Job:
Ability and willingness to work long hours and meet tight deadlines;
Ability to work with minimal supervision
Ability to make timely decisions, exhibiting sound and accurate judgment
Ability to pay attention to details
Ability to work independently
How To Apply
Interested and qualified candidates should:
Click here to apply online
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