ROLE PURPOSE
Management of all service assurance activities, employee engagement and customer engagement to ensure work is executed in accordance with Engineering Standards, Contractual and Service level agreements. This includes exploring and seeking various workable commercial frameworks, work in collaboration with all the departments in reviewing, scrutinizing and developing efficient and effective systems and process flow.
MAIN OUTPUTS Monitor and ensure on time service delivery as per SLA's or as agreed with Client in line with the contract.Proactive management of:
PPMs (90% SLA per month and 100% per quarter)24/48 hours Vandalism repairs conducted within specification and required SLA timelines (95% SLA% per month)VMTTR (P1-P5) (within the 95% contract SLA)VMTTC (must include accurate and meaningful Cause and Resolution Tiers)Generator Servicing, Deployment, Recovery and Refueling (Zero OOS sites due to missed generator refuels)25% Alarm Count Reduction across all technologies (year on year)APMs (90% SLA per month and 100% per quarter)First Time Resolution (ensure that for 95% of preventative and corrective tasks "First Time Resolution" are achieved)Quality Control on Upgrades and New Site Builds are conducted as required and plannedNED R1 and R2 Availability (within contracted SLA)No Critical Failures (1 million subs for more than 1 hour)CPMs are done to prevent repetitive failures and support the impacted SLAs positivelyDAS Scheduled activities and passive maintenance in accordance with specifications and communicated timelinesSecurity (48hr on Vandalized sites – ensure no costs are incurred for BFM due to extended placements)Spares Management (incl forecasting – ensure spares and consumables are identified available as required)RAN, Transmission and EBU Maintenance are done to prevent repetitive failures and support the impacted SLAs positivelyNet Promoter Score (CBU, VB) – drivers within BFMs control are managed such to achieve the required SLA scorePro-actively interact and engage with Dispatch Center Management to understand areas of improvement and ensure that turn-around times are shortened, to continuously improve customer satisfaction.Leading, facilitating, developing and implementing relevant operational management process improvements to achieve SLA targets and drive down costs continuously.Ensure relevant feedback, information and reports are prepared, submitted and presented to various stakeholders on all aspects of service delivery and operations. (incl. daily customer escalations)Ensure IMS compliance, Health & Safety is a primary function, and all mechanisms, processes and procedures are in place, monitored and adhered to always.Monitor the productivity of all Human Capital allocated to operations and the department and ensure that all human capital and other resources operate efficiently. Effectively deal with non-performance and behavior which might jeopardize Bidvest FM standing with the Client and or does not support company values and strategies.Identify training gaps and provide coaching, mentoring, and counseling for staff not performing to the required standards to ensure that employees improve on performance gaps that you have highlighted during informal sessions and performance appraisals.Conduct or participate in recruitment interviews (where requested) for selection of personnel.Ensure all employees "tools of the trade" such as vehicles, test equipment, laptops, cellphones, keys, etc. are taken care of and checked for condition. Ensure that all tools of trade are placed on a list and signed for to acknowledge possession by each employee.Pro-active management of all applicable SAP system statuses within acceptable/contracted aging timeframes.Management of employee time and attendance registers, shift/standby rosters, all leave types, leave plans, overtime and S&T claims.Ensure that all Open Tickets are closed timeously by FT's (no backlog greater than 3 days).Ensure that all FTs are following the required system steps to enable process management and appropriate and correct reporting of all steps and statuses.Ensure that all processes and procedures are communicated and explained to all staff.Ensure the proactive management of WIP, GRIR, open POs and other key metrics within the area of responsibility ensuring no ageing beyond 90 days are experienced for items under the control of Bidvest Facilities Management.Ensure timeous, complete and accurate PR/PO creation, third party proof of deliveries and associated invoicing on a monthly basis.Management of fleet vehicles (within area of responsibility) to ensure fleet vehicles are available for scheduled activities and comply to legal and business requirements.Management of Approved Service Providers (ASP's) to comply with all required standards and deliverables.QUALIFICATIONS / REQUIREMENTS / KNOWLEDGE / SKILLS / EXPERIENCE The Applicant must meet the following requirements: Degree/Diploma in Electrical Engineering/ Telecommunication Engineering/Computer Science/Computer Engineering or equivalent.Matric (Senior Certificate)Valid SA Drivers LicenseMinimum of 5 -7 years of experience in Field Operations of Telecommunication networks.Have a good management background in the telecommunication industry, preferably in the Field Operations area.Excellent knowledge of Field Operations routine procedures and processes.Excellent knowledge of subcontractor management.Excellent knowledge of the applicable OEM hardware and spare requirements.Excellent knowledge of the network topology, its traffic handling capabilities and traffic characteristics.Good knowledge of all network elements and their main characteristics.Excellent Communication Skills.Excellent People Management Skills.Good knowledge of network operations.Understand financial management.Excellent customer management skills.MS Word, MS Excel, MS Powerpoint, MS Project & MS Outlook (Intermediate skill level), SAP knowledge.OHS Act, ISO 9001 Quality Management & Risk Management Systems.COMPETENCIES Initiative/ProactivityAdvanced Supervisory SkillsCustomer FocusTeamwork & PartneringDeadline Driven & Highly MotivatedSubordinates Capacity BuildingNegotiation SkillsRelationship BuildingStress TolerantAnalytical SkillsInteractive ReasoningExcellent Written CommunicationPlanning/Scheduling/Objective SettingExcellent Oral Communication
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