The successful candidate will be responsible for ensuring the smooth and efficient running of outsourced field technician and infrastructure security teams and external service providers. As the custodian of service improvement plans, they drive enhancements to the quality and efficiency of service delivery. The Service Delivery Manager position is instrumental in driving operational excellence, customer satisfaction, and business growth.
Duties & Responsibilities:
Field Technicians: Oversee the performance of outsourced field technicians, ensuring optimal productivity and adherence to service quality standards.
Infrastructure Security Teams: Collaborate with the infrastructure security teams, ensuring all protocols are followed, and systems are secure and efficient.
Service Improvement Plans: Serve as the custodian of service improvement plans, identifying opportunities for enhancement, and implementing changes to improve service delivery and customer satisfaction.
Customer Queries and Escalations: Handle customer queries and manage escalations effectively, ensuring issues are resolved promptly to maintain high customer satisfaction levels.
Customer Liaison Officer Function: Manage the Customer Liaison Officer function, enhancing communication with customers and ensuring their needs and concerns are promptly addressed.
Project Planning Meetings: Participate in new project planning meetings with project managers, contributing to the strategic planning and execution of projects.
Technical Understanding: Understand all technical aspects of the various products to be serviced, including, but not limited to, Mitel, Voicegate, and Security, in order to provide effective management and guidance.
Continuous Improvement and Education: Champion continuous education and improvement, promoting a culture of ongoing professional development and service excellence within the team.
Customer ICU Process: Manage the customer ICU process, streamlining customer interactions and enhancing the overall customer experience.
Stock Control: Oversee stock control for all security-related products, ensuring adequate inventory levels, accurate record-keeping, and efficient logistics management to avoid any disruption in service due to stock shortages. This also involves monitoring the utilization of stock to identify trends and inform purchasing decisions.
Third Party Service Providers: Coordinate and collaborate with a variety of third-party providers to ensure service delivery remains at an acceptable level.
Essential qualifications
Matric
Qualification or equivalent experience in Engineering, Information Technology, Telecommunications, or a related field.
Essential experience
A minimum of 5 years of experience in a service management role within the Telecommunications industry, with specific experience in managing field technicians and infrastructure security teams.
If you are customer service driven and can work under pressure, then this is the job for you!
Closing date: 16 February 2024
Send CVs to: careers@itecgroup.co.za