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 skillsAnalytical skillsCo-ordination skillsInterpersonal skillsLiaison skillsNegotiation skillsDecision making skillsPresentation skillsConflict ManagementFacilitation skillsProject management skillsTime management skillsTeam working skillsPeople management skillsCommunication skillsAbility to lead a diverse project teamAbility to work in a high pace rapidly changing environmentQUALIFICATIONS & 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 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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