SERVICE DELIVERY MANAGER SDM

Description du poste – SERVICE DELIVERY MANAGER SDM

Job Description of Service Delivery Manager SDM
Position name: Service Delivery Manager SDM Work place: Cote d’Ivoire
Upper-level department: MS Department of Cote d’Ivoire

Position objective:

The primary Huawei interface between the MTN MS Project and MTN customer with respect to individual network performance, service restoration SLAs and reporting.
Monitor and follow up all project progress and agreement
To be the MTN MS point of contact for MTN customer networks to MTN MS Project management.

Main Responsibilities:
Responsibilities
Be responsible of contractual performance delivering
Ensure Service Level Agreement fulfillment and customer satisfaction
Ensure that all contractual commitment such as reporting (daily, weekly, monthly, on-demand), minutes of meeting are delivered on time
Provide a frequently contractual gap analysis and alert for all potential risks
Challenge MS team to ensure with Customer expectations
Be an active contributor by identifying or follow up new business opportunities and drive Add on sales, in corporation with Account team.
Follow up Extra work from BOQ to PO
Handle customer relationship up to C-level management
Manage and report Service Level Agreement delivery performance
Conduct weekly and monthly performance review with customer
Assist in the development of a service level proposals and renewals
Handle WLA periodically review with customer operation staff
Train frequently FO/BO/FME staff upon WLA process
Regular gathering customer experience feedback, identify and follow up relevant action plans
Be customer escalation level 1 to reduce or annihilation top level escalation

Profil du poste 

Qualification requirements:
 Educational background: Tertiary qualification (Bachelor level) – mandatory. Post-graduate qualification in either engineering or business – desirable.
 Major: in Telecommunications, Electronics, Radio or Computer engineering – essential.
 Work experience: Minimum of 8 years’ experience in telecommunication operations –with a minimum of 3 years as contact person of the customer – mandatory.
 MS working experience – mandatory.
Required knowledge and skills:
 Telecommunication MS experience – essential.
 Experience of real time, 24×7 operations – essential.
 Ability to meet targets under a high stress operational environment – essential.
 Experience in project management – essential.
 Strong communication skills – essential.
 Language skills – fluency (written and verbal) in English – essential.
 Language skills – fluency (written and verbal) in French – essential.

Work Location: COTE D’IVOIRE

Work Hours: Office Hours, 5 days per week. Available for emergency call out after normal office hours.

Direct Appraiser: MTN MS PD

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NB: Please send your CV in ENGLISH version to hwcirecruit@huawei.com and specifying in the subject the job title. hwcirecruit@huawei.com