Service Delivery Manager

OBJECTIVESMAIN FUNCTIONS OF THE JOBService Delivery ManagerManage a portfolio of clientsBuild strong and positive relationships with clients at various levelsAll Service Level Agreements to be maintained and reported on according to set business parametersBuild and document CRM knowledge about the client's offerings at TeracoUnderstand clients' core business and how it interacts within Teraco and identify needs and business opportunitiesHave a full understanding and operating of Teraco CRM to enable reporting on services per clientEscalation point on allocated clientsProject manage all client installationsAfter hours coordination and activation of client services and products when requiredSKILLS REQUIREMENTClient focused and excellent interpersonal relationshipsActive listening – ability to understand client's requirementsAbility to work independently & a positive team playerA comprehensive understanding of network and data centre industryExcellent written and verbal communication skillsAbility to communicate at all levels of the businessTo be able to communicate professionally in English (reading/understanding, spoken, written)Excellent problem solving and organisational skillsMeticulous and analytical with a high attention to detailExcellent documentation skills and report writingQUALIFICATIONS AND EXPERIENCEMatric QualificationBusiness Diploma / Minimum 5 years' experience in similar role (full ownership and management of client operational relationship)Microsoft Office skillsKnowledge and experience in understanding Service Level AgreementsExperience in utilities/power deployment and cabling infrastructures will be an advantageITIL Foundation certification preferred
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