Service Delivery Manager

The role holder is responsible for ensuring the availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders. The role involves guaranteeing uninterrupted, highest-quality service delivery to all ‘Special Services’ customers and developing and maintaining a zero-interruption policy with rigorous service-level agreements (SLAs).

Responsibilities

• Ensure business continuity and disaster recovery readiness, including regular drills, scenario planning, and updates to contingency plans.
• Ensure rapid detection, response, and resolution of incidents by the SEA team, contributing to the implementation of advanced incident management tools and training specific for SSEA.
• Collaborate closely with the Service Operations Center (SOC) for real-time visibility and management of services, sharing a unified operational dashboard.
• Define and track specific key performance indicators (KPIs) for service quality, incident resolution time, and customer satisfaction, with dashboards for visibility.
• Conduct regular reviews and audits to identify gaps and areas for improvement, supported by root cause analysis (RCA) of incidents.
• Implement a continuous improvement framework to enhance operational efficiency and service quality.
• Ensure end-to-end visibility of specific services and underlying capabilities using advanced monitoring and analytics tools such as AIOps platforms and network performance dashboards.
• Deliver comprehensive reports on specific service performance, incident management, and continuous improvement initiatives.
• Ensure predictive analytics using AI/ML models to anticipate and mitigate potential risks before they impact services.
• Generate Daily, Weekly, Monthly reports for KPI and MTTR.

Requirements

• 4 - 6 years of experience in the Telecommunication industry.
• Bachelor Degree in Engineering or Business Administration.
• Additional education certifications are a plus.