Service Delivery Manager x1 ||  Econet Wireless Zimbabwe 

  • Harare

Econet Wireless Zimbabwe 

DUE : 25 JAN 2023

Job Description
Job Purpose
The main purpose of the role is to manage a B2B market segment product portfolio and innovation funnel by ensuring timely and efficient delivery of service/products that deliver continual commercial value.

Key Responsibilities
Defining segment strategy and delivery budget with commercial team
Identifying and understanding the needs and requirements of the customers within a market segment, and moving to meet those needs proactively
Directing the decision-making process that results in the transformation of ideas into innovative initiatives for a market segment
Leads the service delivery team, managing conflict, and ensuring the team’s processes and tasks are carried out efficiently.
Leads in building partnerships with solution providers and liaising with team leaders to determine the company’s services, delivery criteria, and solutions for a given market segment.
Manages vendor/contractors to ensure delivery of service in line with contract and SLAsReview and provide inputs to Installation Plans, LLD documents for new products, systems and/or services.

Providing adequate direction and leadership for the professional onboarding of the customer, product definition, business modelling.
Establishing the processes needed to provide consistently high levels of customer experience and service delivery in a cost-effective manner.
Directing and controlling the processing and customer requests, fulfillment of orders, customer inquiries and resolving customer complaints
Organizing segment programs and activities in accordance with the segment strategy

Planning, executing and finalizing projects according to deadlines and budgets
Actively contributing to the growth of existing clients and the generation of new business
Assessing customer feedback and using their expertise to establish, improve, and refine services.
Meeting with stakeholders to make communication easy and transparent regarding project issues and decisions on services.
Producing accurate and timely reporting of program and project status throughout its life cycle.

Qualification, Skills and Experience
6 O Levels Including Mathematics, Science and English.
2 A Level passes
Degree in Electronic , Electrical Engineering, Telecommunications and Computer Engineering, Business Related field, or equivalentRelevant post graduate or vocational qualification will be an added advantage (Enterprise Architecture, Project Management, Change Management, Business Analysis, ITIL)
2 to 4 years experience in a similar or related environment
Strong customer service, program & project management, and quality control skills.
Good resource planning skills.
Excellent leadership and customer service skills.
Strong teamwork skills and attention to detail.

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