Digicel is looking for a Service Delivery and Assurance Manager to lead our customer installation and fault response process while maintaining high-quality standards for both corporate and consumer clients. You will coordinate with internal teams to ensure seamless service delivery, collaborate with sales for timely provisioning, and align your team's work with our organizational goals.
What You'll Do
- Develop and execute a comprehensive service delivery strategy aligned with business objectives.
- Manage third-party contractors and internal staff to deliver on installation and fault repair KPIs, including TAT, fault rate %, and completion rate.
- Manage stock for all installation and fault response activities.
- Manage and report on the process from order creation to customer fulfilment.
- Ensure all quality and safety policies are followed.
- Effectively manage and allocate resources and capacity for efficient service delivery.
- Implement and enforce quality control measures to maintain high standards.
- Identify, assess, and mitigate risks associated with service delivery.
- Collaborate with stakeholders to define service delivery goals, targets, and roadmaps.
- Build and lead a high-performing technology team, providing guidance, support, and mentorship.
- Lead the strategic planning and execution of service delivery operations for the IP network.
What We're Looking For
- Bachelor's degree in Engineering, Telecommunications, Information Technology, or a related field.
- A minimum of 3 years of experience in service delivery and assurance within the telecommunications industry.
- Extensive experience in Service Delivery and Assurance operations involving telecommunication operations in large-scale environments.
- In-depth knowledge of telecommunications infrastructure, network operations, and service delivery processes.
- Proficiency in telecommunication equipment configuration and management.
- Leadership experience, including managing and developing technical teams.
- Experience participating in budget planning for service delivery operations.
Nice to Have
- Industry certifications, such as CCIE or JNCIE, are highly desirable.
