Service Delivery Manager

Uganda  ‐ Onsite
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Description

Service Delivery Manager

We are currently recruiting for our client, a prestigious telecommunications company, for a Service Delivery Manager to join their business in Uganda.

Position Title: Service Delivery Manager
Position Type: Contract
Start Date: August 2015
Location: Uganda
Contact: Nikolina Dobranic |

Requirements
- Management of key staff responsible for Service Desk and Projects and Installations.
- Responsible for career development and appraisals.
- Problem and Incident management ensuring that SLA’s are achieved and client expectations are met (or exceeded).
- Service transition for customers as services are added or removed.
- Implement a functional PMO approach to manage project risk.
- Develop and implement a project accounting approach to identify project profitability.
- Ensure the company tools and information systems are utilized correctly and relevant information is provided.
- Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations.
- Building services relationships with clients.
- Ensure quality and profitable services are performed to the agreed SLA.
- Specifying systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery.
- Ensuring reports are provided to an agreed schedule (or on request), including management and account performance reports.
- Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes.
- To develop and facilitate workshops and training courses.
- Manage departmental budget
- Responsible for the delivery of services within the SLAs and KPIs.
- Ensuring quality of services.
- Ensuring that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
- Planning and scheduling resource to the requirements of the business.
- Ensure transfer of knowledge to other staff to ensure the Customers systems are understood.
- Work as a team member within the organisation to provide a resilient service to our customers.

Qualifications
- First degree in a relevant discipline.
- Postgraduate/relevant professional qualification will be an added advantage.
- At least ten (10) years work experience with at least four (4) years at senior management level.

Please submit your CV to: Sales(at)manningglobal com
Quoting reference: MGNDSDM5954
Or call Nikolina on:

If you know of anyone within your network who may also be interested in this position, we highly appreciate you forwarding this position to them.

Please note:
1. That we do all we can to respond to your application but if we have not contacted you within 2 business days following your application, it is likely we are not able to consider your application for this position.
2. We cannot consider your application for this position if you are currently working for our client. Your application can only be considered if you have written confirmation you are leaving your current position.
Start date
08.2015
From
Manning GmbH
Published at
29.07.2015
Contact person:
Charles Dupuy
Project ID:
954913
Contract type
Freelance
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