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
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, ensuring that any change to the scope is documented and approved.
Identify potential crises and devise contingency plans.
Adhere to operational procedures to ensure that the regional department runs smoothly.
Plan and facilitate effective department meetings.
Effectively allocate available resources and determine if additional resources will be required.
Manage department costs: forecast vs. actual.
Develop tools and best practices for improved department management.
Perform ad hoc tasks as required.
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 a high-paced, rapidly changing environment
QUALIFICATIONS AND EXPERIENCE
At least 5 years in service delivery management, with 3 years in the telecommunication industry.
Account management experience is 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 interface 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 offerings.
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