Job Purpose/Summary:
Reporting to the Chief Technical Officer (CTO), the Service Delivery Manager (SDM) – Nairobi is fully in charge of all service delivery, customer service, customer support, customer maintenance activities in Kenya, with specific emphasis for Nairobi and Central Regions. In the Coast and Western regions, he/she will work closely with the respective SDMs stationed in the respective regions. The role entails services delivery (implementations and modifications) and the provision of customer services (phone support, field support) to LTK customers (corporate and retail) in Kenya.
The role is responsible/accountable for:
Service delivery, customer service, customer support and customer maintenance activities in Kenya for retail customers – HAI customers, supported by the Hai support team.
Service delivery, customer service, customer support and customer maintenance activities in Kenya for corporate customers, supported by the Customer Support Services team.
The successful, timely and efficient services implementation and delivery to new and existing customers. This could be new services, modifications of existing services (upgrades, downgrades, terminations) or maintenance of existing services. Supported by the Customer Implementations team.
Key Responsibilities:
Managing of third party relations including KPLC, KETRACO, KENHA, KURA and the County Government. Gather adequate market knowledge to guide strategic and tactical decisions for purposes of achieving and sustaining effective competitive positioning of the region
Attend management, strategic and routine meetings.
Develop standard procedures in for Services Delivery and implementations
– Define and document customer life cycle services expectations
– Development of standards and best practices in service delivery and implementations
– Documentation and maintenance of standard operating procedures and processes
– Guarantee service delivery within agreed customer SLAs – Clear workflows
Customer Service and support
– Development of service benchmarks
– Achievement and exceeding of service benchmarks
– Quick resolution of faults
– Implementation of churn prevention measures
– Dealing with customer escalations and meeting their expectations
– Continuous quest to get feedback and improve the customer experience
– Working closely with all LTK Technical Teams to ensure that:
Customer affecting faults are resolved timeously and communicated to customers
Persistent network problems affecting service delivery are highlighted and escalated for timely and permanent resolution
Customer Implementations team
– Well defined and effective customers implementation processes
– Revenue is realized as soon as possible, within CIT guidelines
– All new customers are happy with the onboarding process
– Working closely with all LTK Teams including the Customer Implementations Manager and LTK appointed/certified contractors to ensure:
All Customer installations and customer maintenance service calls are attended to and completed within the agreed SLA timelines
All escalations from LTK customers relating to Technical issues are well managed and resolved on a timely basis
Relationship building
– Excellent relations between your team and the rest of the company
– Excellent relations between LTK, its customers and service delivery contractors
– Attend meetings with customers, both proactive and reactive. Relationship building with key customers
Team building
– Quality leadership to achieve and sustain optimal motivation, commitment and participation of staff to achieve personal and company objectives
– Maintain effective Customer Implementation teams, retail & corporate
– Maintain effective and inspired Services Delivery teams, retail & corporate – Clear definition of roles and responsibilities of each team member
– The right people in the right positions – Development of their skills and knowledge
– Performance management for the teams. Appropriate key performance indicators are set and regularly reviewed – Foster team work
Planning
– Development and documentation of yearly and quarterly departmental plans
– Succession planning at all levels
– Keeping track of new industry trends and technologies
Costs
– Financial management including, review and vetting technical invoices, completion certificates, and quotations from LTK Contractors
– Monitoring and optimization of costs in Service Delivery, adherence to budgets and regular reviews for improvement
– Ensuring COS is in line with the budget
– Regular and appropriate implementation of cost cutting measures. Management of costs in services provision
– Convert customer problems into up/cross selling opportunities
Key Result Areas:
Customer satisfaction index
Customer retention index
Quality standards as per SLA
Employee satisfaction index
Employee retention index and/or turnover rate
Performance measurement
Personal attributes:
Excellent administrative, analytical and organization skills with attention to details
Great ability to prioritize and work with minimum supervision; discretion and integrity:
High degree of judgment and tact in handling the most sensitive, diverse and confidential situations or material
Proactive attitude with a high degree of initiative, independence, reliability and adaptability, with an ability to anticipate and resolve problems.
Ability to work in a team-oriented environment to perform effectively in a constantly changing environment with competitive activities and demands, and proactively resolve challenges in a productive way:
Commitment, excellent inter-interpersonal skills and ability to work effectively in a multicultural/disciplinary environment.
Very high degree of flexibility and a demonstrated capacity to handle a variety of multiple concurrent activities, to judge priorities and take initiative in a fast paced environment under tight deadlines
Leadership skills
Dependable and reliable
Qualifications, Skills & Experience:
A B.Sc. degree in a technical field with at least 7 years of relevant technical experience and background.
Experience in network installation and maintenance operations
Experience service delivery; managing customers’ expectations, delivery of new services and care/support of existing customers and services
Ability to establish and nuture good relationships with internal and external parties.
Must be of very high integrity and uphold high ethical standards and honesty.
Proactivity, dependability, reliability, self-driven attributes
