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Service Delivery Specialist

Harare, Zimbabwe

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Job Description –  Service Delivery Specialist 

Name:

<Telco Digital Native Supervisor>

Job Title:

Service Delivery Specialist  (SDS)

Team Leader 


Escalation Manager

Senior Core Network Engineer (SCNE) / Assistant Service Delivery Manager (ASDM)

Direct Reporting Manager:

Service Delivery Manager (SDM)

Team:

Service Delivery Technicians (SDT)


Pre Requisites

Experience: 3 years minimum On Job working experience in the same or similar technical roles.

Minimum age 23 years 

Minimum psychometric scoring of _____

Personality test profile of _______

TOEFL minimum score of ______

Good, clear communication etiquette and command of business English.


Added Advantage: Any of the following:


Degree/HND in Telecommunications, 

CCNA,CCNP, FOA & any ITIL Certification


Skills Interpersonal:  High Digital Literacy, Team player, Good communicator, Enthusiastic, Proactive, Problem solving, Lateral thinker, Organised and pays attention to detail, Flexible to work outside normal business hours. 

  


Purpose of Job:

Service Delivery Specialist: 

Service delivery infrastructure planning, deployment, maintenance & troubleshooting. Assisting, supervising and being an escalation point for Service Delivery Technicians in the conduct of their daily duties.


My Main Responsibilities Are:

Role #1:

Customer Related Responsibilities


  • Attend Tasks/Job Cards & Schedule activities on Incident/Request tickets.

  • Be an escalation point to aid and supervise Tasks/Job Cards allocated to Service Delivery Technicians (SDT) for Customer installations & Fault.

  • Update in detail Tasks/Job Cards and Tickets worked on.

  • Attend to problems & change tickets that require technical solutions for customers.

  • Support sales effort as a technical solution architect

  • Ensure completeness of detail, works, diagrams, pictures and timesheets on Tasks/Job Cards & Scheduled Activities worked on.

  • Ensure correct classification of raised tickets/ Job Cards to correct Project Type, Service, Queue & Tags. 

  • Give frequent updates to the Customer Service Centre / Service Delivery Administrator(s) via Task/Job Card/Ticket Updates.

  • Quality assure and commission customer installation in collaboration with Service Delivery Administrator (SDA).


Role #2:

Finance Related Responsibilities

  • Be accountable for time taken to complete tasks, and materials used. Ensuring completeness of works, time sheets & material requisitions.

  • Responsible use of hardware, tools, vehicles, manpower and other resources as defined in the relevant company policy documents.

  • Resolve or escalate recurring faults, problems & resource overuse or abuse, which might have service and financial implications for the organisation.

  • Be accountable for the performance and productivity of the Service Delivery  Technicians & infrastructure. Escalating when there are potential or real problems beyond your capabilities.


Role #3:

Business Process / Operational Responsibilities

  • Attend coordination department meetings, giving timely feedback on all allocated Tasks/Jobs/Tickets

  • Be fully conversant and compliant with all service delivery departmental policies, procedures & processes.

  • Be available for duty on the rostered times and dates.

  • Produce timeous, accurate and informative reports on performance, breakdown, resolution of Service Delivery Infrastructure.



Role #4:

Organisational Development Responsibilities

  • Provide meaningful input into the daily operations of the department inorder to satisfy the customer value proposition. 

  • Attend and proactively participate in the organisation's learning platforms.

  • Be available to assist peers and colleagues with knowledge and information.

  • Give meaningful input to operations of the Service Delivery team.

  • Any other tasks as may be assigned by the Service Delivery Manager (SDM)/ Assistant Service Desk Manager (ASDM)


Competencies

  1. The ability to supervise field teams.

  2. The ability to liaise and communicate confidently and professionally with customers internal and external.

  3. In depth technical knowledge, skills & information on telecommunication networks & systems.

  4. Courteous, polite, firm, solution oriented, organised and patient.

  5. Effective use of provided OSS & BSS tools/systems.

  6. The ability to plan, manage and coordinate multiple projects.

  7. Demonstrate natural aptitude for troubleshooting and problem solving.

  8. Detail Telco Service delivery knowledge (Processes and Procedures)

  9. Keen interest in communication technologies.

  10. Flexible to work outside normal business hours. 

  11. Proficiency in the use of a wide range of digital tools.   



My Key Performance Indicators (KPIs):    See Activity Matrix 

Responsiveness

  • Acknowledge Task/Job Card/ Tickets, within 10mins of receipt from Service Delivery Administrator (SDA)/ Customer Service Supervisor (CSS).

  • Troubleshoot and give feedback with Estimated Time Of Resolution (ETR), 30mins after acknowledgment to allow Service Delivery Administrator/Customer Service Supervisor to update and manage customer expectation and Service Level Agreement.

  • Give daily feedback on all open Tasks/Job Cards/Tickets allocated to you.



Accessibility

  • 100% attendance of allocated Tasks/Job Cards/Tickets.

  • 100% availability when scheduled or rostered for work



Solutions Orientated

  • 80% of Task/ JobCards closed within SLA

  • Escalation of challenging Task/ Job Cards within 1 hour of work, and realisation of unfamiliarity with the solution.


Most Competent 

  • No more than 5% of raised Task/Job Cards/Tickets in the week should be escalated.

  • Achieve a Net Promoter Score of above 80%, as rated by internal customers and colleagues.

  • Achieve at 1 new skills and achieve at least 5 badges every 6 months

 

My Outputs are:

Daily

  1. Generate and submit Daily Time Sheet reports.

  2. Review your daily activities and performance for accuracy and completeness.

  3. Make detailed reports to management on Service Deliver Infrastructure performance, issues, solutions & escalations.









I, ___________________________________________, accept these terms of reference


Date:...........................................................