Service Delivery Manager

Position overview :

• To manage a team of service delivery supervisors (SDS) in Infrastructure Deployment.
• To manage a multiple-site portfolio and be responsible for operational activities of the site service delivery supervisors, including performance standards and adherence to quality and HSE standards.
• Data controls and management, trend analysis, optimize network performance in collaboration with national and international stakeholders.
• To ensure work is distributed to the various service delivery managers as required.
• To supervise the execution of new projects.
• As part of the collaborative project team, comprising of Technicians, specialists and Project Managers from multiple functions that could be based locally and internationally.

Requirements :

• Relevant National Technical Diploma (N4 / N6 or S4 / S6) or relevant three-year degree
• Project management qualification is an advantage
• HSE Practitioner
• ISO 9001
• Fall arrest
• Defensive Driving
• Certifications : Level 1 First Aid
• 5 - 10 years work experience required, which includes :

People Leadership

• Team management Coaching and Mentoring
• Project management
• Site build
• Site design
• Site auditing
• Site maintenance
• Technical competencies could typically include :

Computer literacy (Excel, PowerPoint, Word)

• Office Track
• Siterra
• Ariscu
• Risk management ability
• Project management skills
• Quality assurance skills
• Risk assessment skills
• Problem solving skills
• First Aid skills
• Basic fire-fighting skills
• Defensive driving skills
• Off-road 4X4 skills

Responsibilities :

Supervision of new project execution

• Assigns all work to the direct reports and ensures that all activities and hold points are attended by them.
• Ensures that the service delivery supervisors update the comany systems as projects progress in a professional and timely manner.
• Ensures that the direct reports complete all relevant project documentation on the company
• Performs site inspections and ensures all relevant quality standards are adhered to by company
• Responsible for performance reviews and the management of the team, as per the company performance management processes.

HSE compliance

• Ensures the direct reports perform regular health, safety and environment (HSE)
• Performs audits on comapny sites and company Vendors and Service Providers maintaining a level of compliance that will facilitate the success of annual audits by National and possibly international auditors, both internal and external.
• Ensures compliance with company HSE policies and standards

Relationship management with landlords

• Responsible for the supervision of the team and their interaction with the
• Attends to landlord queries when the SDS requires
• Resolves landlord-related queries raised by the SDS and / or by the infrastructure PMs, Property team, the corrective and preventative maintenance teams (Power & Tower).

Management of customer queries, complaints and investigations

• Attends to all customer queries and routes them to the relevant internal stakeholders for
• Resolves issues and updates all relevant stakeholders on all relevant information
• Assists with Utilities investigations when required, and identifies the relevant direct report to assist with the investigation.

Quality management

• Ensures work performed by the direct reports and by all third-party contractors is completed as per the required quality standards.
• Performs site quality audits to ensure that contractors and the service delivery supervisors and project managers are complying with HSE requirements and quality standards.
• Verifies the correct installation of company equipment and assets by performing audits against the SOW and installation specification documents.
• Ensures company assets are captured accurately in the documentation for asset creation by performing regular quality checks.
• Completes relevant audit
• Provides feedback on findings and remedial action to the line manager (either the Head of Power Deployment or the Head of Infrastructure Deployment).

Data capturing, Monitoring, Management and Trend Analysis

• Accountable for the compilation and submission of all required reports to the line manager (either the Head of Power Deployment or the Head of Infrastructure Deployment).

Supervisory Responsibilities :

• Supervise and manage the performance of Service Delivery

Please note only shortlisted candidates will be contacted. If you have not heard from us in 2 weeks, please consider your application unsuccessful.