Etisalat Nigeria Recruits Manager Service Delivery

Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel

Etisalat Nigeria is recruiting to fill the below position of:

Job Title: Manager Service Delivery

Location: Lagos, NG

Job Summary
Develop, implement and continuously improve processes and procedures to support delivery of Business Segment products, services and solutions to the customer

Principal Functions

Service Activation Process Management

• Build, implement and maintain required guidance framework for Corporate Service Provisioning and Customer Fulfilment Pre-requisites
• Benchmark processes and enforce compliance related to Corporate Customer Service Activation and Support
• Liaise within the Business Segment team and across other teams - including Billing, Customer Care, Post-paid Operations, Legal and Regulatory - on all aspects of Corporate Customer Service Delivery

Contracts & SLA Management

• Develop and administer all required contracts, service level agreements (SLAs), terms and conditions (T&Cs) and any other service documentation required for Customer Fulfilment
• Develop and manage Corporate Escalation Framework and SLA regime
• Maintain and ensure compliance of all internal SLAs related to Customer Service Delivery
• Report on service performance, issue management and resolution, and all other service cycle management deliverables
• Assist in monitoring, evaluating and reporting on the performance and quality of services and solutions implemented for Etisalat's corporate customers according to agreed and approved specifications
• Provide performance and availability reporting on all customer solutions (fixed or mobile) in order to ensure Etisalat Nigeria remains within set customer SLA thresholds

Payment & Debt Management

• Monitor payment trends and report on customer debt position to relevant stakeholders within and outside of the Business Segment team
• Liaise with key external stakeholders in Finance - Post-paid Operations, Credit Control, Billing and other workstreams - related to customer collections, payment and debt recovery

Educational Requirements

• First degree or equivalent in a relevant discipline
• A Master's degree, e.g MBA, will provide an advantage

Experience, Skills & Competencies

• Between six (6) and eight (8) years' directly relevant post-NYSC experience, with most recent three (3) years in a supervisory role
• Ideal candidate must be able to demonstrate high levels of competence in the following areas:
  • Relationship Management
  • Systems and Processes
  • IT Service Management
  • Billing and Payment Systems
  • Customer Service

Application Closing Date
21st October, 2013

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note: When the page comes up click on New Jobs (Last 7 days), then click on Manager Service Delivery.