Job Description - DFA

1 Job Description Job Description 1 Job title Service delivery manager Department Operations Reporting structures DIRECTLY 1ST LEVEL manager : National Service delivery REPORTING 2ND LEVEL Chief Operations Officer NUMBER & TYPE OF JOBS REPORTING DIRECTLY (1ST LEVEL) NUMBER & TYPE OF JOBS REPORTING INDIRECTLY (2ND LEVEL) Main purpose Our Service delivery Managers (SDM) are professional technical services managers responsible for co-coordinating the delivery of services into key clients. The SDM plays a vital role in creating long-term healthy client relationships, acting as the bridge between the client and our operational delivery teams. The key responsibilities of the SDM is governance across all areas of DFA s service delivery process, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery .

2 ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS) KEY PERFORMANCE INDICATORS Pre Sales Accountable for client information required to survey access build Oversee Pre-sales process; RFO, Planning, Survey & approval so that Sales can generate an accurate quotation in the shortest possible time Monitoring and maintaining the SLA for the Pre- Job Description 2 ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS) KEY PERFORMANCE INDICATORS sales process Service delivery Management Oversee and provide guidance on link delivery process from start to finish (RFQ to ATP) Successful service delivery manage service delivery SLA achievement and high level of customer satisfaction Monitor overall performance of services and timelines to deliver Good communication around issues and opportunities get things done, make things happen.

3 Building, maintaining and analysing service reports to address any possible delays before it occurs. Distribute service reports weekly to key internal personal and clients and raise any potential issues Removing all obstacles to customer satisfaction and / or financial performance. Communicating across organisational boundaries from project managers through to executives. Following up, escalating and taking action if service delivery is not meeting expectations. Working with the client and operations teams to identify and manage service improvement activities. Propose any amendments to improve processes Develop and implement processes with client to ensure effective information flow to speed up delivery timelines.

4 Ensuring operations teams are aware of changes and are prepared. Account Management Building a personal relationship with key client staff Collaborating with senior management and key account manager on client account management and growth Looking out for client s and DFA s long-term interests Competencies and Minimum Requirements: Knowledge, skills, and qualifications CRM (workflow systems) MS Office suite including MS Projects and advanced Excel skills Diploma in either project management or engineering or Prince 2 certification Job Description 3 At least 5 years project management/ service delivery management of which 3 years in the telecommunication industry Account management experience advantageous Proven track record of delivering projects within defined timelines under high pressure Project & programme management: able to manage complex projects including concurrent projects and big client specific programmes Decisive.

5 Must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery Must be able to partner with other DFA departments and contractors to achieve targets Customer management: tactful, resolute and committed to providing excellent customer service Ability to deliver technical presentations competently. Must be able to interfaces with customer executive level management on a regular basis Delivering results: ability to plan and organise self and work in order to achieve objectives and targets Maintain in-depth knowledge of product offering Personal attributes Excellent communication and reporting skills Self-starter and self-motivated, willing to put in extra time Clinical and attentive to detail Solution driven.

6 Able to react quickly and resolve issues so that the workflow can continue Must be able to perform under pressure Must be able to persuade and influence others Good relationship builder with strong diplomacy skills Must aspire to a culture of service excellence Approvals APPROVED NAME SIGNATURE DATE Analyst Job Holder Line manager HR manager