INTERNAL VACANCY
POSITION STATEMENT
The Service Delivery Manager is responsible for providing departmental support to the manager. They provide support in the departmental planning, executing and evaluating activities according to predetermined timelines.
MAIN OBJECTIVES OF THE ROLE
Coach, mentor, motivate and supervise project team members. Influence them to take positive action and accountability for their assigned work. Take corrective action (if required)
Effectively communicate department expectations to team members and contractors in a timely and clear fashion
Manage teams and delegate tasks
Identify and manage department dependencies
Proactively manage changes in the department scope, ensure that any change to the scope is documented and approved
Identify potential crises, devise contingency plans
Adhere to operational procedures to ensure that the department runs smoothly
Plan and facilitate effective department meetings,
Effectively allocate available resources and determine if additional resources will be required
Manage department & Provide Weekly stats including Overtime checks
Develop tools and best practices for improved department management
KEY COMPETENCIES
Problem solving skills
Analytical skills
Co-ordination skills
Interpersonal skills
Liaison skills
Negotiation skills
Decision making skills
Presentation skills
Conflict Management
Facilitation skills
Project management skills
Time management skills
Team working skills
People management skills
Communication skills
Ability to lead a diverse project team
Ability to work in high pace rapidly changing environment
QUALIFICATIONS & EXPERIENCE
At least 5 years in service delivery management of which 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 BritelinkMCT 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 organise self and work in order to achieve objectives and targets
Maintain in-depth knowledge of product offering.
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