Service Delivery Manager

SUMMARY:
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POSITION INFO:

Job Title: Service Delivery Manager
Location: South Africa
Department: Net Ops South Africa
Reports To: Head of Power Deployment / Infrastructure Deployment

SUMMARY:
• To manage a team of service delivery supervisors (SDS) in Infrastructure Deployment.
• To manage a multiple-site portfolio and be responsible for operational activities of the site service delivery supervisors, including performance standards and adherence to quality and HSE standards.
• Data controls and management, trend analysis, optimize network performance in collaboration with national and international stakeholders.
• To ensure work is distributed to the various service delivery managers as required.
• To supervise the execution of new projects.
• As part of the collaborative project team, comprising of Technicians, specialists and Project Managers from multiple functions that could be based locally and internationally.

ESSENTIAL DUTIES:
Supervision of new project execution
• Assigns all work to the direct reports and ensures that all activities and hold points are attended by them.
• Ensures that the service delivery supervisors update the SA systems as projects progress in a professional and timely manner.
• Ensures that the direct reports complete all relevant project documentation on the SA systems.
• Performs site inspections and ensures all relevant quality standards are adhered to by vendors.
• Responsible for performance reviews and the management of the team, as per the SA performance management processes.

HSE compliance
• Ensures the direct reports perform regular health, safety and environment (HSE) checks.
• Performs audits on SA sites and Vendors and Service Providers maintaining a level of compliance that will facilitate the success of annual audits by National and possibly international auditors, both internal and external.
• Ensures compliance with company's HSE policies and standards.
Relationship management with landlords
• Responsible for the supervision of the team and their interaction with the landlords.
• Attends to landlord queries when the SDS requires support.
• Resolves landlord-related queries raised by the SDS and/or by the infrastructure PMs, Property team, the corrective and preventative maintenance teams (Power & Tower).

Management of customer queries, complaints and investigations
• Attends to all customer queries and routes them to the relevant internal stakeholders for resolution.
• Resolves issues and updates all relevant stakeholders on all relevant information required.
• Assists with Utilities investigations when required, and identifies the relevant direct report to assist with the investigation.

Quality management
• Ensures work performed by the direct reports and by all third-party contractors is completed as per the required quality standards.
• Performs site quality audits to ensure that contractors and the service delivery supervisors and project managers are complying with HSE requirements and quality standards.
• Verifies the correct installation of equipment and assets by performing audits against the SOW and installation specification documents.
• Ensures assets are captured accurately in the ATP documentation for asset creation by performing regular quality checks.
• Completes relevant audit documentation.
• Provides feedback on findings and remedial action to the line manager (either the Head of Power Deployment or the Head of Infrastructure Deployment).

Data capturing, Monitoring, Management and Trend Analysis
• Accountable for the compilation and submission of all required reports to the line manager (either the Head of Power Deployment or the Head of Infrastructure Deployment).

SUPERVISORY RESPONSIBILITIES:
• Supervise and manage the performance of Service Delivery Supervisors.

QUALIFICATIONS:
• Relevant National Technical Diploma (N4 / N6 or S4 / S6) or relevant three-year degree • Project management qualification is an advantage
• HSE Practitioner
• ISO 9001
• Fall arrest
• Defensive Driving

Certifications:
o Level 1 First Aid

EDUCATION AND EXPERIENCE:
• 5 to 10 years’ work experience required, which includes:

People Leadership
• Team management – Coaching and Mentoring
o Project management
o Site build
o Site design
o Site auditing
o Site maintenance


ENVIRONMENT:
•Complies with the current hybrid working arrangement. However, makes practical choices to ensure business continuity, taking guidance from the organisation’s culture and ways of working.
•The job requires the ability to drive long distances (more than 300km), gravel roads & 4x4 roads.

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