Service Delivery Manager

MAIN FUNCTIONS OF THE JOB

Service Delivery Manager

• Manage a portfolio of clients
• Build strong and positive relationships with clients at various levels
• All Service Level Agreements to be maintained and reported on according to set business parameters
• Build and document CRM knowledge about the client’s offerings at Teraco
• Understand clients core business and how it interacts within Teraco and identify needs and business opportunities
• Have a full understanding and operating of Teraco CRM to enable reporting on services per client
• Escalation point on allocated clients
• Project manage all client installations
• After hours co-ordination and activation of client services and products when required

Requirements

SKILLS REQUIREMENT

• Client focused and excellent interpersonal relationships
• Active listening – ability to understand client’s requirements
• Ability to work independently & a positive team player
• A comprehensive understanding of network and data centre industry
• Excellent written and verbal communication skills
• Ability to communicate at all levels of the business
• To be able to communicate professionally in English (reading/understanding, spoken, written)
• Excellent problem solving and organisational skills.
• Meticulous and analytical with a high attention to detail
• Excellent documentation skills and report writing

QUALIFICATIONS AND EXPERIENCE

• Matric Qualification
• Business Diploma / Minimum 5 years’ experience in similar role (full ownership and management of client operational relationship)
• Microsoft Office skills
• Knowledge and experience in understanding Service Level Agreements
• Experience in utilities/power deployment and cabling infrastructures will be an advantage
• ITIL Foundation certification preferred