e.Stream Networks Limited a licensed broadband communications services provider
POSITION : Service Delivery Analyst
Description
- Responsible for planning and coordinating and the delivery of services to customers in line with eStream processes and Standard Operating Procedures.
- Develop realistic project schedule, and ensure timely and accurate communication to all stakeholders with the ultimate aim of satisfying clients’ requirements
Responsibilities
- Achievement of project objectives
- Responsible for ensuring and confirming that newly deployed services are done in line with Standard Operating Procedures.
Technical / Analysis and Problem Solving:
- Coordinates project activities of and external vendors in order to ensure services delivered consistently meet customers’ expectation.
- Measure progress of work against weekly target and deliverables
- Ensures the delivery of services to customers within the agreed timeline.
- Responsible for ensuring effective quality control processes are in place to monitor services delivered to customers.
- Provide accurate documentation of services delivered to customers on the CRM.
Leadership:
- Provide leadership for subordinates and promote discretional behaviours among team members.
- Contribute in creating and driving a vision for the unit in line with corporate goals.
- Lead and motivate team members - encouraging them to deliver quality results
Interpersonal, Relationship Management & Collaboration:
- Liaise with internal stakeholders and 3rd party vendors to deliver projects.
- Promote customer service and track timelines for delivery of services to customers.
- Provide coaching and mentoring for team members.
Communication:
- Deliver periodic and regular reports to stakeholders on service delivery activities, challenges and results
- Share/communicate departmental goals, expectations, performance standards and results with employees
- Seek and provide useful feedback to stakeholders
- Generate and submit periodic report on service delivery issues to management for informed decision
Customer Focus:
- Ensure delivered services meet customer’s requirement.
- Provide platforms to receive customers’ feedback
- Ensure prompt delivery of services to customers.
Requirements
- Degree in Information Technology, Computer Science, Electrical Electronics Engineering or related field
- 5 years work experience in a relevant role.
- Network experience in an ISP environment or a systems integration company with specialization in enterprise and service provider routing and switching solutions.
- Affiliation with relevant professional bodies
Competency, Skills & Certifications:
- Project Management Certifications (PMP, Prince 2, etc.)
- Certification in CCNA & ITIL
- Strong verbal/written communication ethics
- Innovation Management
- RF Technology Skills
- Leadership
- Customer Service
- Relationship & People Management
KPIs:
- Successful delivery of projects within the agreed timeline.
- 100% compliance to QMS standard.
Working Conditions:
- The incumbent may be required to travel out of station
- Open Plan Office
Sorry the application deadline for this job has elapsed
