• Relevant university degree in Arts, Computer Science or Business Management
Experience, Knowledge and skills
• At least 5 years of service delivery management of which 3 years in the telecommunication industry
• Previous work experience in service delivery and leadership skills
• Proven experience of contract negotiation and supplier management; experience of successfully integrating
• Strong client focus – ability to operate at prime customer contact level typically at senior manager/director level
• Demonstrable experience of having designed and implemented significant productivity as well as customer satisfaction improvements
• Demonstrates a breadth and depth of operational service delivery management expertise, within a telecommunications environment
• Strong business development focus
• Strong commercial and financial awareness, monitoring and co-ordination
• 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
• Customer and operational requirements into supplier relationships
• Proper planning of projects and programs is vital
• Good people-management skills coupled with strong communication skills are essential in service delivery management
• Good planning skills that go along with proper time management
• Problem-solving skills are also important, to come up with and implement solutions for service-related issues affecting clients and team members alike.
• Strong communicator at all levels
• Sound Systems and IT literate