Adexen Recruitment Agency - Our client is a state of the art, Tier III certified data centre offering vendor-neutral colocation services.
We are mandated to recruit qualified candidates for its operations in Nigeria into the below position:
Job Title: Service Delivery Manager
Job Reference no: 869
Locations: Lagos
Industry: Oil & Gas
Job Description
- Accountable for managing service delivery for all the companys' Channel Partners
- Provides a focus for SLA management and customer satisfaction across the relevant customer base.
- Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used
- Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base
- Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures in line with the company's' Service Delivery governance guidance
- Ensures resources, capabilities and capacity to meet both existing and new business demand
- Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
- Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole 'virtual' service team, including other service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
- Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
- Motivates, develops and mentors other service delivery employees and managers where relevant
- Maximize channels partners growth opportunities
- Champions team working, re-use, knowledge sharing and promotes the increased use of shared services capability
- Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
- In conjunction with the Business Development Manager, defines requirements for new services in line with service line strategy, ensures such offerings are professionally introduced, accepted and deliverable.
Requirements
- A degree in Engineering, Telecommunications or equivalent.
- Minimum 8 years' experience
- Professional experience in the areas of Data Centre Operations Management and IT infrastructure as well as knowledge of ITIL.
- Currently Data Centre Managed Services or Service Delivery Manager in the IT infrastructure or telecoms business
- Must possess demonstrable and measurable success in a similar role in a challenging environment
- Strong client focus - ability to operate at prime customer contact level typically at senior manager/director level
- Demonstrates a breadth and depth of operational service delivery management expertise, preferably in an international environment
- Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment
- Strong commercial and financial awareness, monitoring, and budget ownership
- Experience in outsourcing bids, from pre-sales to successful implementation, preferably in an international setting
- Thorough understanding of customer's business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet customer requirements
- Systems and IT literate
- Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships.
Remuneration
Very attractive package
Application Closing Date
Not Stated.
How to Apply
Interested and qualified candidates should:
Click here to apply online