Purpose:
The Service Delivery team and is responsible for the delivery process including liaison with clients/providers, escalating issues, interdepartmental communication and ultimately seeing orders through from end to end. This person will work closely with all company departments and needs to build relationships internally and externally.
Duties and Responsibilities
- Manage the successful delivery of each order from pre-sales to implementation.
- Management of communication for all projects within your portfolio including installation updates throughout. This includes:
- Continuous correspondence with external stakeholders and internal departments via the phone and internal ticketing system around outstanding and ongoing works.
- Updating internal systems used for managing projects as well as communication.
- Scheduling FTTH, FTTB, Open Access, Wireless, and Layer 2 appointments with clients and managing these installations on the internal systems.
- Ensuring all billing is completed by the close of business each day.
- Completing feasibility checks with third-party providers for potential orders.
- Uploading all signed third-party quotations, invoices, BUCs, and any other relevant project documentation, to the relevant systems.
- Ensure that the relevant ticket queues on internal systems are always within the SLA
- Continuous interaction with all departments regarding projects/orders that you are managing.
- Oversee and guide sales teams and clients on the link delivery process from start to finish (RFQ to ATP)
- Successful service delivery:
- Removing all obstacles to customer satisfaction.
- Assisting with management of the service delivery SLA to ensure a high level of customer satisfaction.
- Monitor overall performance of services and timelines to deliver.
- Excellent communication around issues and opportunities – get things done, make things happen.
- Following up, escalating, and acting if service delivery is not meeting expectations.
- Working with the client and Service Delivery Manager to identify and manage service improvement activities.
- Assist with the improvement of internal processes.
- Assist the Service Delivery Manager with any ad-hoc requests within stipulated timeframes.
- Account Management:
- Building and maintaining a relationship with key client staff.
- Collaborating with key stakeholders on client account management and growth.
- Looking out for client’s and the company's long-term interests.
- From time to time be prepared to undertake any reasonable requests as requested by Management
Working conditions
- Work hours are from 8am – 5pm weekdays
Job Type: Full-time
Pay: R20 000,00 - R26 000,00 per month
Work Location: In person