Service Delivery Manager at Phase3 Telecom Limited

Phase3 Telecom is West Africa’s largest independent fibre optic infrastructure and telecommunications services provider. With coverage of 6000km and counting, the company is licensed to run its network on Nigeria’s power infrastructure with expansion into the ECOWAS region using its unique Right of Way (RoW).

We are recruiting to fill the position below:

Job Title: Service Delivery Manager

Location: Abuja (FCT):
Organization / Department: Service Delivery
Cadre: Manager
Reporting Manager: Head Service Delivery

Role Summary

• The Service Delivery Manager shall create and ensure customer value and satisfaction through efficient service delivery infrastructure and processes.
• The role shall support services sales and delivery execution directly or indirectly via the unit’s resources and also understand and align P3T’s overall service delivery processes, models and strategies to enhance customer experience.

Key Responsibilities
Include but not limited to:

• Provide support to ensure quality and optimal service delivery execution
• Analyse service performance of all services and ensure that all service gaps are closed
• Contribute to and support services sales to achieve positive TTC (Time To Customer) outcomes
• Support the main customer interfaces (KAMs) in planning, designing and delivering solutions with the objective of strengthening the customer relationship
• Support to manage the customer’s expectations and perception of P3T’s delivery of SLAs in order to ensure excellent customer satisfaction
• Interact closely with the customer to better understand their pain points and define/provide technical solutions to offer up add on sales possibilities
• Excellent knowledge of the customer network in terms of functionality, capacity, end-user-services etc
• Coordinate with other departments as required in order to accomplish service excellence across the business.

Qualifications & Work Experience

• Degree in Electrical Engineering / Telecommunication / Computer Science / Computer Engineering / Mathematics / Physics or equivalent
• At least five years of relevant work experience

Key Skills And Attributes:

• Team player, and ability to work with own initiative
• Dynamic, Creative and Innovative; Ability to assimilate quickly and act decisively.
• Professional and Positive Approach
• Strong verbal, written and interpersonal communication skills
• Result oriented, able to work independently and under pressure
• Open minded approach to solving problems and dealing with new challenges
• Customer insight
• Good knowledge of products and systems in the customer’s network
• Good knowledge and understanding of the customer’s business situation
• Project management skills
• Change and improvement management skills
• Fundamental leadership competence.

Behavvioural Competencies:

• Formulating strategies & service improvement plans
• Relating & networking
• Adhering to principles & values
• Leading & supervising
• Adapting & responding to change
• Persuading & Influencing
• Delivering results & exceeding customer expectations
• Planning & organizing
• Entrepreneurial & commercial
• Strong persuasion and negotiations skills with ability to create ‘win-win’ outcomes and long-term trust relationships.

Application Closing Date
4th March, 2022.

Method of Application
Interested and qualified candidates should send their CV and Cover Letter to: [email protected] using the Job Title as the subject of the email.