Responsibilities
- Build and maintain strong service relationships across various levels within client organisations and act as the single point of contact for escalated operational matters.
- Manage complex, critical, and escalated incidents by coordinating fault management activities, providing regular updates, and ensuring timely resolution.
- Oversee the end-to-end planned maintenance lifecycle for customers' critical services, including strategic communications and updates.
- Translate customer pain points and operational issues into actionable improvement plans for relevant stakeholders.
- Manage service performance in accordance with contractual Service Level Agreements (SLAs) and ensure service commitments are consistently achieved.
- Develop a clear understanding of project delivery organisation structures and escalation pathways.
- Drive continuous service improvement initiatives, co-creation opportunities, and cost optimisation by analysing utilisation against capacity.
- Lead post-incident reviews for major incidents and identify key lessons learned.
- Utilise digital dashboards for data analysis and leverage collaboration platforms such as Microsoft Teams for effective communication.
- Conduct regular (weekly or monthly) service performance reviews, including:
a) Review of previous meeting minutes
b) Presentation of network availability and performance reports
c) Recommendations for network enhancement initiatives
d) Development of improvement plans for: Prolonged outages, No Fault Found (NFF) cases, Repeated faults, Chronic issues
e) Review and update existing improvement plans
Requirements
- Diploma or Degree in Computer Science, Engineering, or a related discipline.
- Minimum 5 years of experience in a similar Service Management role with a proven track record in IT or Telecommunications service delivery.
- Relevant experience including:
a) Network Protocols: OSPF, BGP, Other routing protocols
b) WAN Technologies: Leased Line, MPLS, VPN, Internet Services, Metro Ethernet, SD-WAN, NFV, Cloud Technologies, Network Security
c) Voice Technologies: SIP, SIP Trunking, VoIP, ISDN, PSTN, PBX, Voice Gateway, IVR, Enterprise Voice Solutions
- Understanding of digital technologies, including Software-Defined Wide Area Networking (SD-WAN).
- Experience using dashboards such as Power BI and Grafana for reporting and operational insights.
- Strong analytical and problem-solving skills with excellent attention to detail.
- Proven ability to manage complex, cross-functional, and multi-country/regional service environments.
- Strong stakeholder management and service management capabilities.
- ITIL V3 or ITIL V4 knowledge is advantageous.
