Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Feb 28, 2017
    Deadline: Not specified
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    WTS Energy, headquartered in the Netherlands and established in 2000, is one of the leading Outsourcing & Workforce Management Companies to the Global Energy industry. WTS Supplies Manpower, Recruitment, Outsourcing Services in Africa, the Middle East, Europe and the Americas. WTS Energy works on all Energy projects, Oil & Gas and Renewables. We h...
    Read more about this company

     

    Field Operations Team Leader (Rift Valley)

    The roles include;

    • Manages third party relations including KPLC, KETRACO, KENHA, KURA and the County Government.
    • Gathers adequate market knowledge to guide strategic and tactical decisions for purposes of achieving and sustaining effective competitive positioning of the region
    • Attends management, strategic and routine meetings.
    • Manages regional office activities in accordance with management objectives.
    • Plans, organizes, coordinates and controls all regional activities so as to achieve the desired technical objectives.
    • Allocates, schedules, plans, organizes, leads and coordinates duty for, Engineers /Auxiliary support staff in the region and all contractors or engineers on technical visit to the region.
    • Ensures safety of staff and/or contractors by adhering to company safety rules/regulations at all times e.g. use of safety equipment in heights, safety belts in driving etc.
    • Eradicates, eliminates or reduces risk of fraudulent activities involving company property by staff and/or contractor.
    • Prioritizes customer complaints and/or network failures to avoid disruption of service and subsequent loss of revenue to the company.
    • Attends to regional or global faults raised through ticketing tool otherwise affecting the region.
    • Coordinates maintenance and repair of support equipment e.g. Generators, UPSs and any other device associated with BS, Microwave backbone, Fibre infrastructure
    • Undertakes equipment commissioning, acceptances, upgrades or downgrades, following due process and laid down processes and procedures.
    • Manages fueling of generators by staff and/or contractors.
    • Keeps a record of all spare parts. Requisitioning of the same based on re-order levels while forecasting and managing logistics regional functions.
    • Ensures preventives maintenance is done as per target and updates regions’ preventives database accordingly.
    • Ensures that all curatives maintenance is done in accordance with regions’ downtime budget and closing the ticketing tool upon every curative.
    • Oversees and coordinates root cause analysis of every fault, with a view to taking relevant and necessary actions to avoid repeat occurrences and reporting the same to Management.
    • Liaises with NMC/NOC, Engineering, and Network Build & Roll-out, Service Delivery team or vendors on ways to improve identified network areas of weakness.
    • Ensures timely reports to HQ as required on daily, weekly, monthly or yearly basis.
    • Directly responsible for site and/or property maintenance either through the company or Subcontractors and management of regional technical offices/stores.
    • Develops the technical, leadership or managerial skills of staff under the jurisdiction to attain a level of autonomy in their areas of operation and identify any needs for training and/or attachments for skill development.
    • Conducts continuous and annual assessment of team members.
    • Prepares and presents regional budgetary needs every financial year to Management
    • Manages petty cash and ensures timely presentation of accounts to finance department.
    • Team building - Provides quality leadership to achieve and sustain optimal motivation, commitment and participation of staff to achieve personal and company objectives - Maintains effective and motivated regional maintenance team - Allocates roles and responsibilities of each team member - Ensures that the right people are in the right positions and oversees the development of their skills and knowledge - Undertakes performance management for the teams; formulates appropriate
    • Key performance indicators for the team and regularly reviews their performance - Fosters team work
    • Costs - Financial management including, Reviews and vets technical invoices, completion certificates, and quotations from the company's Contractors - Monitors and optimizes costs in Service Delivery, and ensures adherence to budgets and undertakes regular reviews for improvement - Undertakes regular and appropriate implementation of costs review measures; Management of costs in services provision

    Note: Other projects and responsibilities may be added at the company’s discretion.

    Focus areas of responsibility - % of time spent

    • All networks uptime target is 99.9%
    • Fault resolution targets are 95%
    • Projects implementation on time and budget
    • Preventive maintenance performance on time and budget
    • Quarterly Spares requirement forecasting accuracy of 98% based on equipment failure rate
    • Standardized spare stocking updates and logistic functions with 100% spares inventory accuracy
    • Submit regions weekly preventive, curative, incident and uptime reports every Monday and Monthly reports by the 1st of every subsequent month
    • Presentation of regional float expenditure and vehicle mileage to finance department or OAM coordinator by the 5th of every month.
    • Quarterly fault recurrence rates in region: <5% for Transmission faults and <5% for Wimax BTS , WIFI, and Metro Fiber nodes
    • Team work and team building
    • Relationship building and the management of third party relations including KPLC, KETRACO, KENHA, KURA and the County Government.
    • Service delivery roles to ensure that customers in the region are happy with the company's services Working Relationships

    Internally

    • Constant communication and coordination with other Technical Sections and Commercial Department to ensure quality of service is maintained.

    Externally

    • Coordination with customers to ensure the company complies and meet the standards in regards to service.

    Working Environment Conditions:

    • Work normally performed in both office/outdoor settings
    • Work at odd/longer hours and generally out of office hours including weekends
    • Can be called back from leave days
    • Phone should be on and reachable all the times
    • May be required in the inspection of buried cable, construction sites and field facilities
    • Performance of this requires working safely and may require outdoors in all weather conditions, all noise levels, hazardous conditions and on the full range of outdoor work surfaces.
    • Exposed to the roads.

    Operations :

    • The employee be occasionally required to stand, walk to handle, feel or operate active equipment/objects
    • The employee may occasionally lift
    • The employee will occasionally climb towers/mast
    • Interacting with live powered equipment and data circuits
    • Exposed to the roads most of the time 
    • Specific vision abilities required by this job include close vision, distance vision 
    • Heights and depth phobia
    • Hazardous environments

    Academic & Professional Qualifications

    • Bachelor's degree in Electrical and Electronics engineering or its equivalent with a bias in telecommunication with at least 5 years’ experience in Field Operations OR 
    • Higher National Diploma in Electrical/Electronics engineering with at least 7 years’ experience
    • Project management qualification would be an added advantage.

    Experience

    • At least 7 years’ relevant experience in a leading organization in the telecommunication industry of which 3 years must have been in a managerial level. 

    Additional skills

    • 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
    • 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
    • Leadership skills
    • Dependable and reliable Core Technical competencies required for the role 
    • Ability of understanding business development strategies and mobilizing the team without a compromise on their qualitative output and; 
    • Ability of ensuring that cost controls; profitability and risk management are part of Field Operations management.

    go to method of application »

    Customer Support Services Manager

    Key Responsibilities:

    Key sections:

    Platinum Support Team

    • Documentation of KPIs and deliverables for the team
    • Identification of support required for the unit to deliver against set KPIs
    • Clear, fair and justified assignments of customers to each Technical Support Manager (TSM), in liaison with the Commercial Team
    • Customer Service and Contractor SLA Management
    • Identify the required resources needed for service delivery, support and management
    • Communicate the needed resources and implications to other teams and management
    • Ensure that customer support services are delivered and managed as per the specifications ï‚· Communicate necessary changes if any to the customer and other departments.
    • Identify the service contractors needed for service delivery and management
    • Agree on the technical scope of the contractors in service management
    • Implement the contract as per the scope ensuring contractors reports are aligned with the contract scope.

    Escalation and Crisis Management

    • Receive technical faults, conditions of works problems, escalations from the Engineers.
    • Evaluate the escalated problems to identify the root cause.
    • Discuss with the CTO the escalated problem and possible solutions and have solutions implemented through the HR office.
    • Handle escalations with cross functional departments like Planning, Build, Projects, Administration, Commercial, Finance and Legal Heads.
    • Receive faults and any other form of escalations from Customers.
    • Evaluate the escalated problems and offer customer expectation management to the customer while having the problem resolved.
    • Receive and act on escalations from commercial and finance department
    • Resolve the problem either through direct intervention or managing the person and/or engineer resolving the problem till the fault is resolved.
    • Provide customer expectation management feedback to the customer.
    • Follow up on escalated cases with unsatisfied customers to ensure that their issues are resolved and that the customer is satisfied
    • Analyze and Identify cases which need to be escalated to the CTO, CCO, CFO and CEO and those which need them to be notified.
    • Escalate and notify the CTO, CCO, CFO and CEO as is appropriate with recommended actions and/or resolutions to the case. 

    Management of the Service Assurance Engineers

    • Identify human resource need for the Customer Service and Support Department
    • Place the Engineers to their areas of maximum productivity within the department
    • Recommendations for Engineers recruitment and deployment within the department
    • Discuss and have the Chief Technical Officer (CTO) approve needed resource adjustments including Engineers recruitment, mileage and phone bills allowances etc
    • Ensure that the adjustments are implemented by the HR office.
    • Ensure strategic skills management by proper skill allocation.
    • Resolve service engineers issues and act as the teams advocate when dealing with other departments and HR

    Strategic Departmental Management

    • Ensure that departmental objectives and KPIs are aligned with the overall company strategic vision, mission and objectives
    • Ensure the department processes and procedures are aligned to other departments and work seamlessly towards the overall objective of the company.
    • Develop Service quality calibration and validation and ensure the same are implemented to all customers
    • Allocate Service engineers to strategic roles like Technical Service Management and Service review management
    • Work with other managers to ensure operational consistency

    Constant Service and network Improvement plans

    • Highlight operational deficiencies in terms of resources, skills and tools needed by the service engineers
    • Recommend tools, trainings, structures, processes, reporting and engineer participation needed for improvement
    • Implement with HR after CTO approval the improvement recommendations
    • Build relationships with finance, commercial, heads of key customers, partners, contractors and other departments

    OPEX Management

    • Identify the operational expenses the Engineers in the department incur
    • Recommend and have the CTO approve the proposed and justified expenses to be incurred by the department
    • Ensure HR and Finance departments implement the agreed OPEX
    • Constantly review the OPEX and ensure implementation in a way that leads to margin optimization through cost minimization and profit maximization.

    Communication Management

    • Set standard communication format to customers
    • Ensure that customers get communication in standard and format that is sensible and expectation friendly
    • Communicate to the department staff information originating from top management and to top management feedback from departmental staff.

    Advise to Management

    • Review with CCO the commercial aspects in regards to existing customer services
    • Review with CFO the financial impact of services being delivered and being managed
    • Review with CTO and HR the departments appraisal results and recommendations in regards to promotions, trainings, salary reviews and staff

    Training

    • Identify training needs for the service engineers
    • Recommend and have the engineers trained accordingly
    • Ensure the engineers are placed in roles relevant with their trainings

    Service Engineers KPI Management and performance appraisals

    • Set KPIs for the service engineers
    • Discuss and agree on the KPIs with the service engineers, management and have the same published by the HR and appraise the engineers’ past performance
    • Ensure KPI adherence by the service engineers
    • Review KPIs based on roles and implement jointly with others the recommendations of the appraisals.

    Relationship Management

    • Ensure good relationship exist between the engineers and other departments and the engineers and the customers
    • Develop relationships with the commercial teams providing for better understanding of how both teams i.e. technical and commercial can work together to better customer experience

    Reporting

    • Define, agree with the CTO and ensure Daily/Weekly/Monthly and ad hoc customers, handover and management reports are prepared and shared.
    • Provide C-Level management with reports and customer sign-offs.
    • Report departmental progress – challenges, achievements and recommendation

    Physical demands

    • Ability to work at least 40hours per including flexibility to extend to 24hours.
    • Ability to perform focused work with close attention to detail
    • Flexibility to work from office and attend customer meeting within short notice.

    Required Knowledge & Education

    • Degree holder in Electrical/Electronic, Telecommunications, Computer Technology, Computer Science, Information Technology
    • Knowledge on Alcatel, CISCO, ECI and/or Alvarion
    • Postgraduate training will be essential particularly in management related areas.
    • ETOM or ITIL Knowledge will be an added advantage
    • Strong technical skills in Enterprise Solutions, VPN, Internet, IP MPLS, technologies, IP Transit and basic idea of transmission knowledge.
    • Ability to handle both the service delivery and assurance processes, structures and procedures in Large Telecommunication environment
    • Good understanding of Metro Ethernet networks and Broadband networks.

    Required Competence & Skills

    • At least 6 years’ experience in Customer Handling environment OR a combination of 4years experience in ISP/Telecommunication environment and 3years experience in Customer Handling environment 
    • Minimum 5 years’ experience in people/team management.
    • Must have managed team of engineers on IP or transmission domain before for at least 2years
    • Experience in managing international clients in telecommunication domain under different time zones
    • Ability to set up processes, procedures and structures which are in synch with international clients, vendors partners
    • Experience in process improvement initiatives.
    • Strong co-ordination skills with support functions such as Recruitment, Training, HR, IT, Infrastructure, Planning, Project etc

    go to method of application »

    Service Delivery Manager - Mombasa

    Job Purpose/Summary:

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

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

    The SDM – Coast 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) – Coast is fully in charge of all service delivery and network maintenance activities in the Coast Region. This entails the provision of customer services (phone support, field support) to customers in the Coast Region as well as being in charge of all field operations and network maintenance in the Coast 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 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 Coast 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 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 Teams including the SDM – Nairobi, Customer Implementations Manager and 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 Coast 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 networks 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 Coast 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 coast 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 coast 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 coast 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.
    • 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 5 years’ experience in network installation and maintenance operations
    • At least 5 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.

    go to method of application »

    Service Delivery Manager - Nairobi

    Job Purpose/Summary:

    Reporting to the Chief Technical Officer (CTO), the Service Delivery Manager (SDM) – Nairobi is fully in charge of all service delivery, customer service, customer support, customer maintenance activities in Kenya, with specific emphasis for Nairobi and Central Regions. In the Coast and Western regions, he/she will work closely with the respective SDMs stationed in the respective regions. The role entails services delivery (implementations and modifications) and the provision of customer services (phone support, field support) to the customers (corporate and retail) in Kenya.

    The role is responsible/accountable for:

    1. Service delivery, customer service, customer support and customer maintenance activities in Kenya for retail customers – HAI customers, supported by the Hai support team.

    2. Service delivery, customer service, customer support and customer maintenance activities in Kenya for corporate customers, supported by the Customer Support Services team.

    3. The successful, timely and efficient services implementation and delivery to new and existing customers. This could be new services, modifications of existing services (upgrades, downgrades, terminations) or maintenance of existing services. Supported by the Customer Implementations team.

    Key Roles:

    1. Managing of third party relations including KPLC, KETRACO, KENHA, KURA and the County Government.

    2. Gather adequate market knowledge to guide strategic and tactical decisions for purposes of achieving and sustaining effective competitive positioning of the region

    3. Attend management, strategic and routine meetings.

    4. Develop standard procedures in for Services Delivery and implementations - Define and document customer life cycle services expectations - Development of standards and best practices in service delivery and implementations - Documentation and maintenance of standard operating procedures and processes - Guarantee service delivery within agreed customer SLAs - Clear workflows

    5. Customer Service and support - Development of service benchmarks - Achievement and exceeding of service benchmarks - Quick resolution of faults - Implementation of churn prevention measures - Dealing with customer escalations and meeting their expectations - Continuous quest to get feedback and improve the customer experience - Working closely with all Technical Teams to ensure that:

    o Customer affecting faults are resolved timeously and communicated to customers

    o Persistent network problems affecting service delivery are highlighted and escalated for timely and permanent resolution

    6. Customer Implementations team - Well defined and effective customers implementation processes - Revenue is realized as soon as possible, within CIT guidelines - All new customers are happy with the onboarding process - Working closely with all Teams including the Customer Implementations Manager and appointed/certified contractors to ensure:

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

    o All escalations from customers relating to Technical issues are well managed and resolved on a timely basis

    7. Relationship building - Excellent relations between your team and the rest of the company - Excellent relations between the company, its customers and service delivery contractors - Attend meetings with customers, both proactive and reactive. Relationship building with key customers

    8. Team building - Quality leadership to achieve and sustain optimal motivation, commitment and participation of staff to achieve personal and company objectives - Maintain effective Customer Implementation teams, retail & corporate - Maintain effective and inspired Services Delivery teams, retail & corporate - Clear definition of roles and responsibilities of each team member - The right people in the right positions - Development of their skills and knowledge - Performance management for the teams. Appropriate key performance indicators are set and regularly reviewed - Foster team work

    9. Planning - Development and documentation of yearly and quarterly departmental plans - Succession planning at all levels - Keeping track of new industry trends and technologies

    10. Costs - Financial management including, review and vetting technical invoices, completion certificates, and quotations from Contractors - Monitoring and optimization of costs in Service Delivery, adherence to budgets and regular reviews for improvement - Ensuring COS is in line with the budget - Regular and appropriate implementation of cost cutting measures. Management of costs in services provision - Convert customer problems into up/cross selling opportunities

    Key Performance Indicators:

    • 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, at least to ensure works approvals are granted timeously
    • Adherence to laid out processes and procedures.
    • Delivery of projects within agreed timelines.
    • Meeting set schedules as per work plans
    • Motivated and capable Service Delivery team
    • No customer churn due to service issues
    • Billing of new customers on time, as per agreed project plan
    • Timely terminations as per agreed process

    Key Result Areas:

    • Customer satisfaction index
    • Customer retention 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
    • 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
    • Leadership skills
    • Dependable and reliable

    Qualifications, Skills & Experience:

    • A B.Sc. degree in a technical field with at least 7 years of relevant technical experience and background.
    • Experience in network installation and maintenance operations
    • 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.
    • Proactivity, dependability, reliability, self-driven attributes

    go to method of application »

    Service Delivery Manager - Western

    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.

    Method of Application

    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at WTS Energy Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail