Service Delivery Manager

SUMMARY:
The main function of the post is to handle orders from existing customers and new customers requiring Janet connections and work with circuit suppliers and internal groups to ensure that the installation is completed on timeand within budget. The post holder will also be required to handle customer and supplier contracts.

POSITION INFO:

Job Objectives

• Maintain communication with the customer and supplier throughout the order and installation process to ensure they are fully informed of the progress of the connection.
• Issue customer contracts in a timely manner to meet defined targets and provide advice about completion of paperwork, if required.
• Ensure that the circuit supplier is provided with all relevant details at the order stage and that contracts are issued in a timely manner.
• Liaise with colleagues in the network operations centre at key points in the process to ensure there are no delays in making connections available for customer use.
• Invoke the supplier escalation process at the appropriate point to maintain pressure on suppliers to deliver on time.
• Maintain accurate timely and detailed records including input to the central database facility.
• Process requests to cancel circuits arising from the installation of new connections.
• Attend service review meetings with circuit suppliers.
• Track ongoing customer connections and report progress at group meetings, producing timelines as required.
• Resolve queries raised by finance relating to supplier bills and customer invoices.
• Maintain quality documents as required, identifying where processes may need to be reviewed.

Minimum Requirements

• Grade 12
• Proven experience of working in a service environment
• Knowledge of Office-based IT systems
• Proven experience of working within a team but with the ability to work independently

Job Skills

• Good written and verbal communication skills
• Good telephone manner
• Ability to translate and communicate technical information so that it can be clearly understood by customers and colleagues
• Well organised with a methodical approach to work
• Ability to prioritise workload in order to meet targets
• Able to analyse information and anticipate problems
• Self-motivated with the ability to adapt to changing priorities