Service Delivery Consultant (Telecommunications Industry)

SUMMARY:
Service Delivery Consultant provides overall oversight, co-ordination and management customer services from order to cash. Customer Communication, meeting delivery timeframes and achieving revenue on time is of primary focus.

POSITION INFO:

MAIN PURPOSE

The effective execution of tasks related to coordinating and managing the implementing and support of network and service implementations. This includes co-ordinating works in all provinces on company’s national footprint. The role requires work to be performed during business with occasional non-business hours as required due to the nature of the scheduled and unscheduled works required by company as a 24/7/365 telecommunications company.

KEY FOCUS AREAS:

• Monitoring and managing the requests from all line of business for the Delivery vertical
• Consistent co-ordination and scheduling of the works by all line of business and the technical workforce
• Manage the expectation and aligning customer/contractual scope requirements with delivery status

KEY PERFORMANCE AREA (OBJECTIVE):-

SERVICE DELIVERY:

• Coordinate the service delivery of clients and ensure that customer requirements are met/exceeded.
• Engage with cross-functional teams ensuring that service delivery is on time.
• Engage with customers, ensuring feedback is given timeously.
• Manage the (Customer to Billing) Process with focus on revenue, delivery count and meeting customer required dates.
• Engage with the Sales for RFP responses.
• Ensure that systems, records are validated, updated and that Turn-around timeframes are adhered to.
• Aggregate measurement of all deliveries under management against standard TAT’s, excluding customer delays
• Coordinate with Project delivery to ensure allocation of resources meets the customer and business objectives.
• Ensure personal commitment to excellence to company existing practices/process
• Provide the leadership and ensure participation of the required direct reports into improving and developing company’s existing and new practices/processes
• Ability to manage, control and co-ordinate deliverables from self and direct reports against cost, time and scope plan (BAU and Project Delivery)
• Continuously develop new SOP’s and ensure and monitor direct reports adherence through QA
• Manage deliverables of cross-functional teams ensuring that project delivery is on time.
• Drive Revenue for whole order book
• Define testing/QA/Delivery of activities carried out in accordance with defined processes and alignment to customer deliverables.

CUSTOMER SERVICE & EXPECTATION MANAGEMENT:

• Acknowledge, understand and manage customer and Service Delivery issues,
• Co-ordinate with the respective internal departments and manage the escalation to resolution speedily.
• Escalate to internal department management to ensure that the customer issue is resolved timeously.
• Coordinate and submit progressive and accurate updates to customers on their escalations.
• Escalate to vendors/3rd party contractors and manage these escalations to resolution to ensure finality on matters.
• Manage internal escalation tracking meetings to ensure all parties remain aware of their role.
• Attend customer escalation meetings with KAM’s and Operational Teams assuring the customer of Liquids credibility and commitment to service stability.
• Managing and ensure that all and any arising Action Plans that may arise from the customer meetings are completed within the timeframes committed to customer to maintain high levels of customer satisfaction.

CUSTOMER SATISFACTION (INTERNAL & EXTERNAL) & INNOVATION:

• Acknowledge, understand and manage customer and Program/Project/Work Package Delivery issues, SLA breached disputes to ensure resolution of all queries are managed timeously.
• Co-ordinate with the respective internal departments and manage the escalation to resolution speedily.
• Escalate to internal department management to ensure that the customer issue is resolved timeously.
• Escalate to vendors/3rd party contractors and manage these escalations to resolution to ensure finality on matters.
• Manage internal escalation tracking meetings to ensure all parties remain aware of their role.
• Ensuring that the systems within sphere of control is effectively maintained
• Participate in developing internal and customer-facing system, process and procedure efficiencies to improve services and customer satisfaction.
• Participate in training and development to ensure skilled execution in delivery is always at the highest levels.
• Identify and rectify root cause findings on System, Process or Technology in cross functional divisions to help solve problems and improve services
• Drive SIP''s through the respective cross functional departments until resolution to ensure problems and queries are resolved timeously.
• Participate with IT to develop reports to drive efficiencies across various departments internally to improve service delivery.
• Participate with input into RFP and new contact negotiations to ensure escalation services are provided on new contracts and services

EMPLOYEE ENGAGEMENT:

• Display behaviour commensurate with respect and honesty towards fellow colleagues, team members and peers
• Practice discipline in undertaking and maintaining commitments
• Display pride in commercial undertakings by exemplifying company’s values and principles
• Adapt, develop and facilitate a team-orientation over an individual orientation
• Support and provide leadership for the implementation of the new company practices and process
• Undertake work during business and non-business hours, or as required by the company due to 27/4/365 operations
• Undertake work during business and non-business hours, or as required by the Customers or Vendors due to 27/4/365 operations
• Participate in good practices towards clean and safe working environment storeroom
• Undertake to improve self and team knowledge, skills through internal or external training programmes

JOB REQUIREMENTS:-

QUALIFICATIONS:

• Matric – Essential
• Diploma or Under-Graduate degree – Desirable
• Specialist Certifications (PRINCE2, PMBOK/PMP, ITIL) – Essential
• Valid driver’s license – Essential
• Project Management Qualification will be advantageous – Essential
• Microsoft Office proficiency – Essential
• A technical tertiary qualification would be advantageous – Essential
• Good understanding of technology, products and services offered by company and the telecommunications industry – Essential

EXPERIENCE:

• A minimum of 3 years in the WISP or Telco industry – Essential
• Advanced skills in Microsoft office, Smartsheet and/or MS Projects – Essential
• Report writing experience is required – Essential
• Functional and line administration and management – Essential
• Leadership in team context (local and remote teams) – Essential
• Team management (local and remote teams) – Essential
• Experience working in Project Management context – Essential
• Exposure with Executive or Senior Level peers – Essential

KNOWLEDGE AREAS:

• People management skills - Essential
• Strong written and verbal communication - Essential
• Understanding business case development, budget/forecasting and cost control - Essential
• Complex customer delivery – multi stakeholder environment - Essential
• IT Service management or ITIL exposure - Essential
• People management skills - Essential
• Strong written and verbal communication - Essential
• HR management practices - Essential
• Health & Safety – Desirable

SKILLS:

• Strong administration and reporting skills - Essential
• Outcomes based performance management - Essential
• Commercial and Workflow Management - Essential
• Operational Management - Essential
• Customer Stakeholder Management - Essential

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