Service Delivery Manager

About the Job

• Ensure uninterrupted, highest-quality service delivery to all ‘Special Services’ customers.
• Develop and maintain a zero-interruption policy with rigorous service-level agreements (SLAs), specifying measurable targets such as uptime percentages and maximum allowable downtime.
• Guarantee business continuity and disaster recovery readiness, including regular drills, scenario planning, and periodic updates to contingency plans.
• Ensure rapid detection, response, and resolution of incidents by all SEA teams, contributing to implementing 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, MTTR.

Location
SA, SA

Requirements

• Years of Experience: 4 - 6 Years
• Nature of Experience: Prior experience within the Telecommunication industry.
• Job Band: Professional
• Education: Bachelor Degree in Engineering or Business Administration
• Additional Education: Certifications