Job Profile: Senior Service Delivery Executive
Primary objective of the job:
- Manage service delivery contracts in accordance with their methodology and is responsible for fulfilling contractual obligations with the client in a professional, cost effective and timely manner whilst maintaining an acceptable business stream in respect of performance, revenues, margin and profit.
Main Duties and Responsibilities:
- • Ensure Digicel’s valued added solutions are delivered on time, on budget and post implementation service is in place.
• Interface with marketing, sales and regional business leaders to drive the necessary improvements in customer satisfaction while managing costs.
• Monitor 3rd Party contractors to ensure standards are maintained and solutions are delivered on a timely basis.
• Support the installation and delivery of Business Services in the Jamaican Market.
• Ensure Customers are aware of the service capabilities and adequate training structure is in place to minimise support calls to Digicel.
• Presents and generates recommendations for optimizing telecommunication solutions to customers.
• Monitors reliability of Implemented Solutions; diagnoses and repairs problems where applicable.
• Manage Project implementations.
• Support all Sales activities Value Added Services arena.
• Writes project reports and documentation for new or modified services and/or mobile devices.
• Develop programs and initiatives that will improve the customer experience, reduce support costs, and drive product improvements within the region.
Academic qualifications and experience required for job:
- Bachelor degree in Computer Science & Business Administration or related discipline
- Minimum 5 years experience in either one or more of the following;
- Mobile Telecommunication Networks.
- Basic Networking (Microsoft, Cisco etc)
- Technical Training for end Customers
- Project Management
- Computer configuration or support
Functional Skills:
• Exceptional communication and presentation skills
• A high degree of competency in the area of computer and handset technologies.
• Analytical and creative skills
• Experience in challenging and redefining organizational capabilities
• Excellent Business skills and the ability to take ideas through from concept to reality
