INTERNAL VACANCY
MAIN OBJECTIVE
The Service Delivery Manager is responsible for providing departmental support to the manager in the planning, executing and evaluating activities according to predetermined timelines.
- Coach, mentor, motivate and supervise project team members. Influence them to take positive action and accountability for their assigned work. Take corrective action (if required)
- Effectively communicate department expectations to team members and contractors in a timely and clear fashion
- Manage teams and delegate tasks
- Identify and manage department dependencies
- Proactively manage changes in the department scope, ensure that any change to the scope is documented and approved
- Identify potential crises, devise contingency plans
- Adhere to operational procedures to ensure that the regional department runs smoothly
- Plan and facilitate effective department meetings,
- Effectively allocate available resources and determine if additional resources will be required
- Manage department costs: forecast vs. actual
KEY COMPETENCIES
- Problem solving skills
- Analytical skills
- Co-ordination skills
- Interpersonal skills
- Liaison skills
- Negotiation skills
- Decision making skills
- Presentation skills
- Conflict Management
- Facilitation skills
- Project management skills
- Time management skills
- Team working skills
- People management skills
- Communication skills
- Ability to lead a diverse project team
QUALIFICATION AND EXPERIENCE
- At least 5 years in service delivery management of which 3 years in the telecommunication industry
- Account management experience advantageous
- Proven track record of delivering projects within defined timelines under high pressure
- Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery
- Must be able to partner with other Britelink departments and contractors to achieve targets
- Customer management: tactful, resolute and committed to providing excellent customer service
- Ability to deliver technical presentations competently.
- Must be able to interfaces with customer “executive” level management on a regular basis
- Delivering results: ability to plan and organise self and work in order to achieve objectives and targets