Main purpose of position: As a growing brand, CipherWave is Tier1 Internet Service Provider looking for a Projects Team Lead. The role involves working across teams in order to ensure the company is meeting its overall strategic & operational objectives As the OPSDM you will be responsible for ensuring Service Delivery KPI's are met through engagements with the company's 3rd party suppliers, partners and internal teams.Cipherwave own and manage network infrastructure to provide efficient, speedy service and support that our customers.
CipherWave prides itself on customer service and technical ability and as such is looking for the successful candidate to join the Operations team, This team lead role is administrative and where you will be dealing with business customers, internal staff, and senior management resolve customer queries and
All customer projects and implementations are delivered within the committed time frames while ensuring profitability of the projectOversee, facilitate, and drive all the necessary end-to-end requirements in terms of successful project implementation (From project planning, to implementation, to Service & Project Delivery)Manage communication internally and externally to ensure the customer as well as the relevant CipherWave team members are up to date with the progress on the projectsThe smooth and timeous running of all department projects, adherence & maintenance of proceduresData capturingDaily, Weekly and Monthly Management reportingManage internal and external escalationsTrack and manage staff KPIs Responsibilities and duties: Act as an intermediary between CipherWave and clients on all delivery & installation queries, expediting where necessary with providers and suppliers,Maintain solution delivery relationships from inception to completion of a service,Engaging with 3rd party supplies to ensure they are maintaining their Uptime SLA commitments on a monthly / quarterly basis,Effective Management and trending of all incidents logged,Ensure that SLA's and OLA's are clearly understood and communicated to all relevant stakeholders,Ensure that effective and proactive communication always takes place to the key stakeholders,Develop relationships with key stakeholders,Maintaining and ordering of equipment require to meet installation projects,Managing the Service Delivery Team and ensuring that monthly customer engagement meetings and service delivery reports are met,Monitor the level of client satisfaction at regular intervals or after each significant delivery of product or service and respond to clients' queries and complaints ensuring that corrective action is taken,Encourage clients to take part in the continuous improvement of the products and services supplied,Addressing service improvements with internal team or with external providers to ensure the company is meeting is service commitments to our customers,Identify opportunities for Service improvements,Managing delivery and support of national remote hands team through 3rd party partnerships in order to ensure that resources are available to meet support and installation requirements,Handling escalations from any of the internal finance, support, projects or sales team with respect customer service delivery problems and working respective teams to resolve timeously,Improving processes with the view to improve the customer engagement model and the customer experience,Monthly Reporting to management on Operations debarments performance against set KPI's,Perform monthly forecasting of cost of sales, operational expenditure, and financial projections,Assist in the creation and management of a budget for the area of responsibility,Assess, manage and monitor financial risks, and identify new opportunities to obtain and save funds,People ManagementAttract – Assist with selecting the right people into the right positions and onboarding them into the team and organisationDevelop – Effectively clarifying performance expectations, demonstrate 'credible' commitment to employee development and understand the requirements of coachingEngage – Ability to communicate regularly and effectively, provide daily guidance and demonstrate commitment against the Company's values thereby gaining employee commitmentRetain – Ability to motivate and retain key talent within the organisation through fair, accurate and informative feedback and management of employees Desired skills& experience Developing and implementing account plan or strategyPeople / Team LeadershipDecision MakingMeeting customer expectations / Customer ExperienceCommunication and ImpactMust have worked in a team or with teams Min 5 years experiencing working in an operations role and directly involved in projects, service delivery and vendor or supplier engagementMin 3 years management experience, whereby you have successfully managed a teamA Degree (NQF7) or Diploma (NQF6) in IT and / or Project ManagementICT / ISP / Telco experience – International Certifications in Back Office and/or Networking (such as CCNA/E, MCSA/E)Prince ii / PMBok certificationCertification in ITIL Service Management and Service Delivery modules Additional requirements: Good time management skillsAbility to cope under pressureWilling to work extended hoursDrivers License Should you not hear back from us within 2 weeks of your application kindly deem your application unsuccessful. Job Features Job Category Projects Team Lead
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