Senior Specialist: Service Delivery

**Role Purpose**

To drive and manage the Order to Cash Process for critical projects end to end. Effective Customer Management, Revenue Generation, Project Management, excellent reporting and Technical Skills are key areas. Responsible for tracking, managing, distribution of new orders to the team, including managing both internal and external escalations.

**Role Description**

Service Delivery Management

Coordinate the service delivery of complex, strategic and high revenue projects. Engage with cross-functional teams ensuring that service delivery is on time and budget. Engage with customers, ensuring feedback is given timeously and according to the project plan. Risk and Mitigation Plans to be shared with customers. Manage vendors to ensure roll out of service meets specific requirements. Manage the Order to Cash Process with focus on revenue, delivery count and meeting customer required dates (CRFS). Also issue the Service Handover Forms to SDMs for declaration once the services are successfully tested. Manage complex projects within defined scope, time and budget. Manages/Clears the SAT/NOC bucket daily and makes sure it has no outstanding Tasks. Assist the Bid Office with RFP Responses. Cross-skill of junior teams.

Customer Incident Escalations Management

Acknowledge, understand and manage customer and Service Delivery issues timeously-ordinate with the respective internal departments and manage the escalation/project dependency to resolution speedily. Escalate to internal department management to ensure that the customer issue is resolved timeously. Coordinate and submit progressive and accurate updates to customers on their escalations to maintain customer interaction and ensure feedback is given. Escalate to vendors/3rd party contractors and manage these escalations to resolution to ensure finality on matters. Manage internal escalation tracking meetings to ensure all parties remain aware of their role. Attend customer escalation meetings with KAM’s and Operational Teams assuring the customer of Liquid's credibility and commitment to the project.

Customer Satisfaction

Monitor transaction feedback from customers to ensure we meet customer expectations. Identify areas for improvement of overall customer satisfaction and implement strategies and processes as necessary to constantly improve customer service. Participate in developing system, process and procedure efficiencies Participate in training and development programs to ensure service is always at the highest levels. Participate with input into RFP and new contact negotiations to ensure escalation services are provided on new contracts and services.

Team Lead Support

1st line escalation support (internal and external). Support team with management of relationships between line of business and the various business partners to deliver superior service. Develop, maintain and manage various stakeholder relationships externally to ensure best practice in terms of delivery. Mentoring team with regards to customer and order management. Take the lead with internal escalation meetings. Manage escalation end to end. Facilitate and manage training of new products, process changes with the team. Assisting with the management of operations (WIP - work in progress).

**Role Requirements**

Project Management Qualification Essential
3-year Diploma in relevant area Essential
Business Intelligence Reporting Essential
Microsoft Office proficiency Essential
Cisco or similar Certification advantageous Desirable

A minimum of 5 years in the ICT sector of which 3 years must have been spent in the Telco environment
Team leader experience
Relationship management experience and dealing with customers at all levels is a requirement
5 years technical experience and relevant technical certification
Report writing experience is required
Experience in dealing with cross-functional work groups

Strong written and verbal communication
Project Management experience
Good understanding of technology, products and services offered by Liquid Telecoms and the telecommunications industry.