Projects Team Lead

**JOB PROFILE**:

- Job Title:
- Projects Team Lead- Division:
- Operations- Subdivision:
- Fulfilment and Assurance- Reports to:
- Chief Operations Officer**WORKING RELATIONSHIPS**:

- Internal:
- Sales
- Support
- Finance
- Internal Systems
- Exco
- External:
- Clients
- Suppliers
- 3rd Party Providers
- Vendors

**JOB SUMMARY**:

- Main purpose of position:
- As a growing brand, CipherWave is Tier1 Internet Service Provider looking for a Projects Team Lead. The role involves working across teams in order to ensure the company is meeting its overall strategic & operational objectives As the OPSDM you will be responsible for ensuring Service Delivery KPI’s are met through engagements with the company’s 3rd party suppliers, partners and internal teams.Cipherwave own and manage network infrastructure to provide efficient, speedy service and support that our customers.
- All customer projects and implementations are delivered within the committed time frames while ensuring profitability of the project
- Oversee, facilitate, and drive all the necessary end-to-end requirements in terms of successful project implementation (From project planning, to implementation, to Service & Project Delivery)
- Manage communication internally and externally to ensure the customer as well as the relevant CipherWave team members are up to date with the progress on the projects
- The smooth and timeous running of all department projects, adherence & maintenance of procedures
- Data capturing
- Daily, Weekly and Monthly Management reporting
- Manage internal and external escalations
- Track and manage staff KPIs
- Responsibilities and duties:
- Act as an intermediary between CipherWave and clients on all delivery & installation queries, expediting where necessary with providers and suppliers,
- Maintain solution delivery relationships from inception to completion of a service,
- Engaging with 3rd party supplies to ensure they are maintaining their Uptime SLA commitments on a monthly / quarterly basis,
- Effective Management and trending of all incidents logged,
- Ensure that SLA’s and OLA’s are clearly understood and communicated to all relevant stakeholders,
- Ensure that effective and proactive communication always takes place to the key stakeholders,
- Develop relationships with key stakeholders,
- Maintaining and ordering of equipment require to meet installation projects,
- Managing the Service Delivery Team and ensuring that monthly customer engagement meetings and service delivery reports are met,
- Monitor the level of client satisfaction at regular intervals or after each significant delivery of product or service and respond to clients’ queries and complaints ensuring that corrective action is taken,
- Encourage clients to take part in the continuous improvement of the products and services supplied,
- Addressing service improvements with internal team or with external providers to ensure the company is meeting is service commitments to our customers,
- Identify opportunities for Service improvements,
- Managing delivery and support of national remote hands team through 3rd party partnerships in order to ensure that resources are available to meet support and installation requirements,
- Handling escalations from any of the internal finance, support, projects or sales team with respect customer service delivery problems and working respective teams to resolve timeously,
- Improving processes with the view to improve the customer engagement model and the customer experience,
- Monthly Reporting to management on Operations debarments performance against set KPI’s,
- Perform monthly forecasting of cost of sales, operational expenditure, and financial projections,
- Assist in the creation and management of a budget for the area of responsibility,
- Assess, manage and monitor financial risks, and identify new opportunities to obtain and save funds,
- People Management
- Attract - Assist with selecting the right people into the right positions and onboarding them into the team and organisation
- Develop - Effectively clarifying performance expectations, demonstrate ‘credible’ commitment to employee development and understand the requirements of coaching
- Engage - Ability to communicate regularly and effectively, provide daily guidance and demonstrate commitment against the Company’s values thereby gaining employee commitment
- Retain - Ability to motivate and retain key talent within the organisation through fair, accurate and informative feedback and management of employees
- Desired skills & experience- Developing and implementing account plan or strategy
- People / Team Leadership
- Decision Making
- Meeting customer expectations / Customer Experience
- Communication and Impact
- Must have worked in a team or with teams
- Minimum experience:
- Min 5 years experiencing working in an operations role and directly involved in projects, service delivery and vendor or supplier engagement
- Min 3 years manageme