Service Deliver Manager-DFA Job at Maziv

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.