Service Delivery Manager

at  Zoom Fibre

QUALIFICATIONS AND EXPERIENCE

• National Senior Certificate (essential)
• Higher Certificate/Diploma in Marketing, Commerce or Project Management
• Marketing, Commerce or Project Manager in a team lead role with 5 years’ experience
• Telco Industry Operations and Network rollout in telecommunication with 5 years’ experience (advantageous)

ROLE PURPOSE

Responsible for coordinating the delivery of services into key clients. The SDM plays a vital role in creating long-term healthy client relationships, acting as the bridge between the client and all internal and external stakeholders involved. The key responsibilities of the SDM are to governance across all areas of ZF’s service delivery process, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

DUTIES AND RESPONSIBILITIES

• Monitor overall performance of services and timelines to deliver - 80% target achievement each quarter and/or annually.
• Responsible to ensure that the tickets logged are resolved within SLA to avoid financial implication such as credit requests.
• Effective resource management (time, tangible or material) to reduce cost/ financial impact in delivering output in the role.
• Attend Weekly, Monthly, Quarterly client meetings (dependent on
• Client status) to understand their needs, gather feedback, and address any concerns.
• Participate and engage in weekly and/or monthly feedback sessions with teams providing support and education where required.
• Collaborate with relevant departments to ensure quick resolution of complex problems.
• Develop and implement processes with client to ensure effective information flow to speed up delivery timelines and resolve issueswithin 2-5 working days and identify and manage service improvement activities.
• Ensure customer follow-ups or escalations are attended to with 24-hours.
• Acknowledging ISP queries and Zoom Fibre management request within 2 hours.
• Manage service delivery SLA with a 72 hours/ 80% achievement and high level of 90% customer satisfaction quarterly.
• Provides consistent, timely, high-quality work.
• Demonstrates flexibility by adapting to changes in priorities and the work environment.
• Provides accurate, timely information (oral/written).
• Generate weekly and/or monthly reports on service performance, including SLA compliance, KPIs, and customer satisfaction metrics.
• Use data-driven insights to make recommendations for process improvements and operational efficiencies in weekly and/or monthlyfeedback communications sessions.
• Develop and implement service delivery strategies, processes, and procedures to ensure high-quality service delivery.
• Risk mitigation- Identify, address, and resolve all obstacles to customer satisfaction and / or financial performance.
• Process/role efficiency – mitigates and reduces errors and comebacks in the role/output
• Identifies efficiencies in the role – incorporates way to do things better and applies previous learnings, feedback, and new innovationsto streamline output.
• Monitor and manage the performance of service teams to meet or exceed service level agreements (SLAs) and achieve 80% inperformance standards.
• Learning about Zoom’s current & new products.
• Come up with plans to ensure ZF’s longevity passed 60% uptake on network.
• Adapts well to new situations, unusual demands, emergencies, or critical incidents.
• Accepts criticism, is open to new ideas, and handles conflict constructively and diplomatically.
• Responds to change with a genuine desire to do what it takes to get the job done, regardless of the need to make adjustments. Employeeaccepts the change and is instrumental in seeing that the change is perceived positively by others and is carried out in a way thatimproves the overall operation of the department.
• Living, promoting and maintain the company’s values and contributing to a positive work environment.
• Demonstrate good time management, which includes prioritizing tasks, punctuality, and general timekeeping.
• Participating and engaging in all company initiatives, processes and/or programs.
• Maintain and uphold a clean disciplinary record.