Service Deliver Manager-DFA
Maziv · Johannesburg, Gauteng
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Start free — we apply for you →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.
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
- 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.