RGS
recruit
Service Delivery Manager
Description du poste
Main Responsibilities:
Customer satisfaction. Analyze all aspects of performance and constantly seek to derive new insights into the customer experience
Define and negotiate network performance (KPI/SLA) with the customer
Ensure the implementation of the operational processes defined in the WLA
Monitor the implementation of contractual commitments
Coordinate acceptance KPIs with the client
Ensure support for internal and external feedback
Organize governance meetings with the client (operational, PM and Steerco, etc.)
Ensure risk management with effective mitigation measures.
Ensure disaster recovery plan are active and tested ready.
Organize the special events (sanity check and reporting)
Write and respond to various Enquiries /complaint letters from customers
Key targets:
SLA achievement as per contract.
Monthly KPI sign off with customer ,no penalty.
No man made incidents.
No Major security / EHS non- compliances.
Maintain risk register and notify the risks on time
Customer feedback survey score above 90%.
Profil du poste
Qualifications/Skills
Bachelor’s / Advanced degree in Telecom or relevant fields.
12 years + experience in service delivery management.
Professional knowledge of service delivery processes.
Strong project management skills.
Excellent leadership and communication capabilities.
Dossiers de candidature
