Manager – Enterprise Service Delivery (Technical) at 9mobile

9mobile is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007. The License enables EMTS provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services and National/Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.

We are recruiting to fill the position below:

Job Title: Manager – Enterprise Service Delivery (Technical)

Location: Lagos
Employment Type: Full-time

Job Summary

To effectively manage clients/customers, facilitating their requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship through the delivery of great service. Service Delivery Managers are the key account contacts for day-to-day management of our clients; they will work with the client to provide a consistently high level of service delivery across all areas of business interaction.

Principal Functions

Have a detailed knowledge of the services provided to each account
Understand the effect a service outage may have from the client perspective
Be responsive to the client in any and all requests or issues
Act as an escalation point for issues reported into the NOC/Technical Teams
Provide weekly/monthly client reports on service requests and issues
Update ticket tracking systems for requests and issues (ensuring client visible comments are accurate, relevant and dated correctly.
Liaise with technical teams for most recent updates and gain an understanding of the outstanding deliverables.
Ensure timescales are within reach
Hold weekly/monthly meetings with client both in person and by conference call
Document meeting minutes and outcomes and ensure actions are completed timely and escalated where needed to line management
Manage small projects and requests through to delivery
Scope request deliverables
Liaise with client and other third parties to gather required information
Ensure any change of scope is referred to the account manager for billable services
Ensure tasks are allocated and being progressed effectively
Facilitate hand over of larger projects to the PMO group
Maintain an active interest in the running of the project
Attend all client project update meetings
Provide feedback to account managers
Be the contact point for PMO in case of delays, issues, changes of scope resulting in increased costs etc.
Build relationships and rapport with key client contacts
Record and update client contacts lists for escalation / service outages and key contacts for other business aspects IE billing
Help define and improve client SLA’s
Ensure all client services are billed correctly with the accounts department

Educational Requirements

First degree or equivalent in Electrical Engineering or related discipline
Six (6) to Eight (8) year work experience with at least three (3) years in a supervisory role

Knowledge:

Sound knowledge of Mobile Networks -Planning, Deployment and Operations
Enterprise delivery for various services such as Internet, APN, Leased lines, voice & video solutions, cloud service
IP Networks & Last mile connectivity design & planning
Bandwidth and capacity planning &management
Project management
Systems integration

Skills:

Understanding of IP networks and traffic, firewalls, routing etc.
Understanding of computer hardware types, and current advances in server and network hardware in the enterprise
Analytical and Presentation skills
Problem Solving
Leadership & entrepreneur skills

Behavior: