Service Delivery Manager - Western at WTS Energy

Job Purpose/Summary:

Reporting to the Chief Technical Officer (CTO), the Service Delivery Manager (SDM) – Western is fully in charge of all service delivery and network maintenance activities in the Western Region. This entails the provision of customer services (phone support, field support) to customers in the Western Region as well as being in charge of all field operations and network maintenance in the Western Region.

The SDM – Western fulfils the field operations and network maintenance roles in the Western region in liaison with the Field Operations Manager and the Network Operations Centre (NOC).

The SDM – Western fulfils the service delivery roles in liaison with the SDM – Nairobi and the Customer Contact Centre.

Key Roles:

In liaison with the CTO, Service Delivery Manager – Nairobi, the Customer Contact Centre,

The Service Delivery Manager (SDM) – Western is fully in charge of all service delivery and network maintenance activities in the Western Region. This entails the provision of customer services (phone support, field support) to customers in the Western Region as well as being in charge of all field operations and network maintenance in the Western Region.

• Timely identification of all network related problems, resolving them within agreed SLA timelines to ensure 100% network uptime.
• Ensure all incidents and events are picked up and resolved following the laid down procedures.
• Financial management including, review and vetting Mombasa technical invoices, completion certificates, and quotations from company's Contractors
• Managing of third party relations including KPLC, KETRACO, KENHA, KURA and the County Government.
• Ensure key network parameters are monitored by NOC and propose improvements to accurately measure the overall performance of the network.
• Liaise with third-party vendors in the resolution of network equipment upgrades and faults.
• Handle second or third level escalations from NOC or Customer Service for the Western Region
• Quality of leadership to achieve and sustain optimal motivation, commitment and participation of staff to achieve personal and region objectives
• Gather adequate market knowledge to guide strategic and tactical decisions for purposes of achieving and sustaining effective competitive positioning of the region
• Effective business management infrastructure and systems (policies, processes, procedures and tools) for optimal resource utilization.
• Provides leadership, training and supervision; delegates day to day operations to service delivery and field operations personnel
• Working closely with the Field Operations Manager to ensure:

a. The company's networks in Mombasa are maintained at very high standards of quality

b. All network related problems in Mombasa are identified, attended to and resolved within the agreed SLA timelines.

c. The maintenance and in good-working condition of all electrical, mechanical and HVAC facilities equipment in the company's Network in Mombasa on an ongoing basis.

• Working closely with all the company's Teams including the SDM – Nairobi, Customer Implementations Manager and the appointed/certified contractors to ensure:

a. All Customer installations and customer maintenance service calls are attended to and completed within the agreed SLA timelines

b. All escalations from customers in the Western Region relating to Technical issues are well managed and resolved on a timely basis.

• Working closely with all Teams including the Engineering Manager Team to ensure:

a. The network in Mombasa is engineered optimally and properly managed.

b. All issues relating to the network are resolved on a timely basis.

c. All Engineering projects in Western region are well planned, managed and executed

d. Plan and implement changes following the change management process

Key Performance Indicators:

• 100% uptime of the company's core IP and Transmission network in the Western region
• Network Faults are fixed within agreed and set SLA and targets
• Customer service field support is provided timeously and effective for excellent customer satisfaction
• Excellent relationships with business partners such as KPLC, KETRACO, Approved Contractors, County Governments in the Western region
• Adherence to laid out processes and procedures.
• Delivery of projects within agreed timelines.
• Documentation of the core data and voice infrastructure is available in the Western region
• Network availability KPIs are met
• Meeting set schedules as per work plans
• Quarterly network audits, providing reports and implementation of recommendations within agreed timelines
• Readily accessible disaster recovery plans and testing done quarterly
• The LANs networking, switching and security setups meet the staff needs, with 100% uptime. ï‚· Motivated and capable Service Delivery team

Key Result Areas:

• Customer satisfaction index
• Customer retention index
• Network Availability index
• Quality standards as per SLA
• Employee satisfaction index
• Employee retention index and/or turnover rate
• Performance measurement

Personal attributes:

• Excellent administrative, analytical and organization skills with attention to details
• Great ability to prioritize and work with minimum supervision; discretion and integrity:
• High degree of judgment and tact in handling the most sensitive, diverse and confidential situations or material
• Superb telephone etiquette skills. Excellent oral and written communication in English is essential (verbal and written) with ability to draft, proof-read and edit correspondence:
• Proactive attitude with a high degree of initiative, independence, reliability and adaptability, with an ability to anticipate and resolve problems.
• Ability to work in a team-oriented environment to perform effectively in a constantly changing environment with competitive activities and demands, and proactively resolve challenges in a productive way:
• Commitment, excellent inter-interpersonal skills and ability to work effectively in a multicultural/disciplinary environment.
• Very high degree of flexibility and a demonstrated capacity to handle a variety of multiple concurrent activities, to judge priorities and take initiative in a fast paced environment under tight deadlines

Qualifications, Skills & Experience:

• A B.Sc. degree in a technical field with at least 3 years of relevant technical experience and background.
• At least 3 years’ experience in network installation and maintenance operations
• At least 3 years’ experience service delivery; managing customers’ expectations, delivery of new services and care/support of existing customers and services
• Ability to establish and nuture good relationships with internal and external parties.
• Must be of very high integrity and uphold high ethical standards and honesty.
• Must be able to work well with minimum supervision.
• Possess a valid and clean driving license.