Internal - Service Delivery Manager (FTTB Maintenance) Midrand

Service Delivery Manager is responsible for co-coordinating the delivery of services into key clients. The SDM plays a vital role in creating long-term healthy client relationships, acting as the bridge between the client and our operational delivery teams. The key responsibilities of the SDM is governance across all areas of Britelink service delivery process, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service deliver

• Oversee and provide guidance on link delivery process from start to finish
• Successful manage service delivery SLA achievement and high level of customer satisfaction
• Monitor overall performance of services and timelines to deliver
• Good communication around issues and opportunities - get things done, make things happen.
• Building, maintaining and analyzing service reports to address any possible delays before it occurs.
• Distribute service reports daily/weekly to key internal personal and clients and raise any potential issues
• Removing all obstacles to customer satisfaction and / or financial performance.
• Following up on escalations and taking action if service delivery is not meeting expectations.
• Working with the client and operations teams to identify and manage service improvement activities.
• Propose any amendments to improve processes
• Develop and implement processes with client to ensure effective information flow to speed up delivery timelines.
• Ensuring operations teams are aware of changes and are prepared
• Analyse and determine resourcing requirements for maintenance technical team and liaise with HR department to recruit staff with right quality and experience
• Liaise with coordinators manage and sigh off technical team overtime.
• Manage the performance of Service delivery teams, identify non-performers, liaise with HR to address non-performance and to reward good performance.
• Assess the competency level of all company technical teams, identify areas of development and liaise with HR to develop a personal development plan for each team member
• Liaise with HR Department to develop skills Metrix for Service Delivery department and develop training material.
• Plan and facilitate training of technicians
• Liaise with HR on all disciplinary and grievances in the department
• Compile and submit the following daily report
• Weekly reports

• Excellent communication and reporting skills
• Self-starter and self-motivated, willing to put in extra time
• Clinical and attentive to detail
• Solution driven; able to react quickly and resolve issues so that the workflow can continue
• Must be able to perform under pressure
• Must be able to persuade and influence others
• Good relationship builder with strong diplomacy skills
• Must aspire to a culture of service excellence

• At least 3 years in the telecommunication industry
• Account management experience advantageous
• Proven track record of delivering projects within defined timelines under high pressure
• Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery
• Must be able to partner with other Britelink departments and contractors to achieve targets
• Customer management: tactful, resolute and committed to providing excellent customer service
• Ability to deliver technical presentations competently.
• Must be able to interfaces with customer "executive" level management on a regular basis
• Delivering results: ability to plan and organize self and work in order to achieve objectives and targets
• Maintain in-depth knowledge of product offering