Service Delivery Manager Kenya Job Opening Kenya

Our client is a leading provider of integrated business and technology solutions across Africa in the Financial, Telecom, Real Estate, Service Industries and Government sectors in partnership with global technology industry leaders. 

They are driven by the desire to deliver business value to customers through a combination of processes, innovation, excellence, quality frameworks and service delivery with the core motivation being to define service excellence in technology driven business solutions.

Our client is looking for a seasoned project oriented individual to take up the role of Service Delivery Manager to manage and oversee the Network Operations Centre’s activities. 

They have operations which cut across the Eastern Africa countries of Kenya, Ethiopia, Burundi and Rwanda, the Southern Africa countries of Zambia, Zimbabwe, Angola and Mozambique, the Western African countries of Ghana and Nigeria and Portugal in Europe. 

Further details concerning the role are as follows:

 

Job Purpose / Summary: The service delivery manager will oversee the Network Operations Centre team while developing and overseeing quality assurance initiatives to achieve greater network reliability and improve customer service results.

Duties and Responsibilities

• Provide leadership and direction to Network Operations Center staff that are responsible for break-fix, uptime and reliability for core, distribution, and customer access network elements and related interfaces.
• Drive process and run book documentation to minimize mean-time-to-repair (MTTR) on network events, including processes on field dispatches, internal and external escalations, and vendor engagement.
• Tool development and customer trouble ticket resolution and build customer network maintenance and core infrastructure maintenance planning with Network Engineering.
• Derive appropriate metrics for measuring group and individual performance. Drive for automation of metrics and measurement systems for scalable performance management.
• Interface with network intelligence center to identify root cause analysis and re-instrument triggers to prevent future network degradation and outages.
• Serve as the highest escalation point for end customers and internal constituents utilizing network resources and capacity. Establish action plans for improvements based on escalation trending analysis.
• Establish vendor relationships and direct activity to insure vendor related technical issues are appropriately escalated, managed and measured in accordance with proper guidelines.
• Drive other organizations for improvement of upstream processes based on clearly defined metrics and trending. Other organizations include but not limited to Customer Care, Engineering and Service Delivery.
• Provide leadership and managerial coaching to NOC management team support from the partners and vendors.

Minimum Requirements

• Bachelor’s degree in Telecommunication Engineering, IT/Computer Science or Business Management.
• Strong experience in voice and data network management and engineering highly desirable.
• An MBA will be an added advantage.
• Minimum 8-10 years serving in a senior management position.
• Proven experience in managing a team at a busy Network Centre within the telecommunication industry highly desirable.
• Basic understanding of the IT products available in the regions and new trends.

Personal Attributes

• Strong problem solving skills, demonstrated ability to make effective decisions
• Strong oral communication and interpersonal skills
• Strong organizational and management skills
• Proven ability to work effectively with customers, contractors, and vendors
• Ability to manage multiple projects to completion
• Ability to meet deadlines and deals efficiently with a fast paced environment
• Individual demonstrates a positive attitude and ability to effectively deal with market and customer requirements and demands

How to Apply: 

If you are interested in the position and have the skills and talents our client is looking for, we would like to hear from you.
 

Please CLICK HERE to make your application online before close of business 5th June 2015.

Only successful candidates will be contacted.