Executive:project & Service Delivery

5 months ago

Midrand, South Africa Liquid Tech (Pty) Ltd. Full time

**Role Purpose**

Accountable for National Network Operations inclusive of service delivery and staff compliment of specific sub-departments within the Technology department, including, but not limited to all the associated technologies, to provide a service that seamlessly integrates to the entire business unit and the overall Network. The Role facilitates and enables support of cross functional initiatives with Sales (via interaction with Key Account Management team), Service Delivery Management, Service Management, Contractors, and Network Planning & Engineering teams. Responsible for the management and implementation of service operations, service delivery, project delivery, infrastructure facilities across all regions, North, West & East. Executive will manage field support teams, contractors, and vendors to ensure reduced service delivery MTTI and reduced Operations MTTR is achieved for all LITSA product and services. Executive will implement technology and network strategy agreed by CTO and other Executives. Executive will be responsible for implementation of large infrastructure projects, maintaining integrity and quality assurance of regional assets including POPs and related passive and active infrastructure and facilities. The executive will work together with all technology functions to ensure customer service level agreements (SLA) and delivery commitments for delivery and operations are achieved. Responsible to operate within the Budget approved by BU.

**Role Description**

OPERATIONS MANAGEMENT (PREVENTATIVE, REACTIVE & CORRECTIVE) Inside & Outside Plant

Oversees and drives the business plan for preventative, reactive and corrective maintenance on the LITSA Network and Customer Managed Services networks (inclusive of IP, Voice. Transport and Managed Services - LAN & Voice).Ensure resolution capability for customers to ensure compliance with SLAs.Overall Managing of and accountability for network operations to reduced unscheduled downtime and to deliver a superior service to all customers. Strategic Management of Fault diagnostic process and resolution to ensure it meets LITSA requirements. Own, Create, Review and Revise service assurance processes to maintain compliance.

Create and ensure support maintenance is in place to deliver efficient services to both internal and external stakeholders (both remedial and preventative).Oversee the execution of designs from Network Engineering, where necessary, to ensure seamless interaction between departments.Manage incident escalation resolution matrix operating in senior capacity within the escalation matrix to ensure that correct decisions are made and in the interest of the client and Oversee the spares availability for all Core, Access, CPE equipment, Facility and Optic Fibre infrastructures.Oversee the availability of correct test equipment as reported and managed by Line managers.

Review and approve Root Cause Analysis for all Major Events on the Network to ensure systems are developed and put in place to prevent or mitigate its reoccurrence.Provide feedback and escalations to Network Engineering, Service Delivery & Service Management regarding network improvements required to improve stability and capacity of deployed infrastructure and services. Communicate with various stakeholders on the progress of repairs or maintenance to track progress against required LITSA standard and/or SLAs.Ensure that support teams follow the Change Control process to log and track change requests on specified systems where customer services are affected or placed in jeopardy.

OPERATIONS - FACILITY OPERATIONS MANAGEMENT (PREVENTATIVE, REACTIVE & CORRECTIVE)

Oversees and drives the preventative, reactive and corrective maintenance at all LITSA POP sites (inclusive of Building Infrastructure, Cooling, AC & DC power) Executive Management of field resolution capability for Facility Infrastructure at POP sites to ensure compliance with SLAs MTTR compliance of

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