ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)
Service Delivery Management
Successful service delivery - manage service delivery lifecycle including OLA achievements (Accelerated delivery milestones) from Permissions to Provisioning
Oversee and provide guidance on link delivery process from start to finish (RFQ to Provisioning).
Providing solutions for customer escalated issues and ensuring that escalations are dealt with swiftly
Managing data integrity of link orders in QuickBase
Remove all obstacles, such as link issues, to ensure successful delivery of link orders to ensure financial sustainability
Use initiative to solve issues, find solutions and ensure timeous feedback and delivery of link orders
Good, clear communication around issues that prevent link orders from being delivered - get things done, make things happen
Follow up, escalate and act if service delivery is not meeting expectations
Working with the operations teams to identify and manage service improvement activities
Propose any amendments to improve internal processes
Reporting on portfolio
Monitor overall performance of service delivery and timelines
Analyse service reports to address any possible delays before it occurs
Distribute service reports weekly to key internal and customer stakeholders and raise any potential risks
Portfolio Management
Build and maintain a personal relationship with key staff
Look out for customer's and DFA's long-term interests
Clean up open orderbook to ensure link orders are current - highlight issues to 2nd level report
Monitor Open Orderbook (Executables & Non-Executables) ensuring internal problem areas are addressed and resolved.
Requirements
Competencies and Minimum Requirements:
Knowledge, qualifications and experience
QuickBase (workflow systems)
MS Office suite including Power BI and intermediate Excel skills
Diploma in either project management or engineering or Prince 2 certification
At least 5 years project management/ service delivery management of which 3 years in the telecommunication industry
Proven track record of delivering projects within defined timelines under high pressure
Project & programme management: able to manage complex projects including concurrent projects and big customer specific programmes
Decisive: must be able to use initiative to make quick decisions to resolve issues and overcome obstacles delaying delivery
Must be able to partner with other DFA departments and contractors to achieve targets
Customer management: tactful, resolute, and committed to providing excellent customer service
Delivering results: ability to plan and organise self and work to achieve objectives and targets