Internal – Service Delivery Manager – Port Elizabeth

BritelinkMCT • Other • Gqeberha, Eastern Cape, South Africa • $300 - $400 / year • 8h ago

POSITION STATEMENT

The Service Delivery Manager is responsible for providing departmental support to the manager. They provide support in the departmental planning, executing, and evaluating activities according to predetermined timelines.

MAIN OBJECTIVES

Coach, mentor, motivate, and supervise project team members. Influence them to take positive action and accountability for their assigned work. Take corrective action (if required).
Effectively communicate department expectations to team members and contractors in a timely and clear fashion.
Manage teams and delegate tasks.
Identify and manage department dependencies.
Proactively manage changes in the department scope, ensuring that any change to the scope is documented and approved.
Identify potential crises and devise contingency plans.
Adhere to operational procedures to ensure that the regional department runs smoothly.
Plan and facilitate effective department meetings.
Effectively allocate available resources and determine if additional resources will be required.
Manage department costs: forecast vs. actual.
Develop tools and best practices for improved department management.
Ad hoc duties as required.

KEY COMPETENCIES

Problem-solving skills.
Analytical skills.
Co-ordination skills.
Interpersonal skills.
Liaison skills.
Negotiation skills.
Decision-making skills.
Presentation skills.
Conflict management.
Facilitation skills.
Project management skills.
Time management skills.
Team working skills.
People management skills.
Communication skills.
Ability to lead a diverse project team.
Ability to work in a high-paced, rapidly changing environment.

QUALIFICATIONS AND EXPERIENCE

At least 5 years in service delivery management, of which 3 years in the telecommunication industry.
Account management experience is advantageous.
Proven track record of delivering projects within defined timelines under high pressure.
Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.
Must be able to partner with other Britelink departments and contractors to achieve targets.
Customer management: tactful, resolute, and committed to providing excellent customer service.
Ability to deliver technical presentations competently.
Must be able to interface with customer “executive” level management on a regular basis.
Delivering results: ability to plan and organise self and work in order to achieve objectives and targets.
Maintain in-depth knowledge of product offerings.

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