Cell C Ltd Recent Job Recruitment – Apply Now!

Our company is looking for a suitably qualified and experienced Service Delivery Manager to join our dynamic team. Purpose of the Job: To be the first point of contact between the MVNO and Cell C through providing continuous support through managing and fostering the MVNO business requirements both operational and service orientated therefore establishing and maintaining an excellent client centric service relationship.

Job Title: Service Delivery Manager
Location: Gauteng

Job Summary:
Duties & Responsibilities:
Service Delivery Management
Manage all aspects related to the engagement between the MVNO’s and Cell C.
Manage/maintain the service, technical & operational relationship between Cell C and the assigned MVNOs.
Manage information flow to the MVNO where the MVNO is entitled to such.
Accountable for the day to day operational and service relationship between Cell C and MVNOs by supporting and assisting the MVNOs
Responsible for project delivery by being the single point of contact between the assigned MVNOs and Cell C for MVNO related products and/or services.
Ensure contractual timelines are met
Establish and evaluate Key Performance Indicators for any service and/or operational metrics

Operational Delivery:
Drive efficiencies, service management workflow enhancements, service request template updates/enhancements and operational effectiveness within the operations environment that will benefit MVNOs.
Manage and/or communicate to the respective operations team to ensure that the MVNOs meet their operational targets and SLAs.
Ensure MVNOs are fully supported and operational at all times
Provide regular feedback to MVNO regarding the status of each business requirement, as per SLA
Provide Service management support including internal and external SLA reporting requirements, workflow and service template improvements/enhancements and escalations to MVNOs about MVNO open service tickets
Prepare internal and external Service Level reports
Conduct and analyse quarterly SLA results, business satisfaction surveys/results with the assigned MVNOs to gain feedback on actual performance, perceptions of services, service levels met or not met and quality of deliverables.
Assist the respective outsource partner to define Support and Service Level Agreement’s (SLAs).
Ensure the creation and establishment of processes required to manage the Cell C and MVNO relationship e.g. demand Generation management, service management, partner satisfaction, change control, fault and incident management and MVNO engagement
Drive continues improvements across the Cell C and with the MVNOs
Recommend enhancements to existing policies, processes and services.
Drive the uptake of new products and/or services offered to the MVNOs by the wholesale service delivery portfolio.
Ensure timely delivery of reports, invoicing and pricing to the assigned MVNOs as defined within guidelines of the mutually agreed operations manuals and the governing agreements.
Ensure knowledge management by taking an active role in project management of MVNO
Participate in project estimating / planning processes
Facilitate & communicate project and/or requirement changes and related impacts (scope, cost, time)
Ensure completeness and quality of business requirements from MVNOs and related documentations pertaining to new initiatives.
Track success of above-mentioned improvement suggestions
Drive the wholesale billing reconciliations and enquiries from MVNOs to ensure timeous resolution, correct resolution and customer satisfaction for each separate query

Technical Guidance and Support:
Evaluate requirements and change requests to determine how best to accommodate the requirement.
Ensure sound technical product knowledge to be able to identify the specific technical expertise required to execute requirements.
Identify / mitigate risks to MVNOs and Cell C operations.
Ensure quality management across all activities within the wholesale portfolio specific to the assigned MNVOs.
Monitor the assigned MVNO change requests to ensure compliance with the change management process and ensure partner confidentiality is maintained.
Provide high level feedback and progress reporting to the assigned MVNO Steercom and line management.
As requested, Chair Operational meetings with the required MVNO and Cell C stakeholders.
Communicate risks associated with operational changes to the MVNO Steercom and their line management
Ensure timeous drafting, implementation and frequent maintaining of operational manuals.
Facilitate resolution of escalated service issues, operational issues / concerns to expedite resolutions through the correct channels.
Provide feedback to the assigned MVNOs on progress of new initiatives, service performance, open service tickets assigned back to MVNOs, operational matters and concerns as per the SLA timeframes defined in the mutually agreed operations manuals.
Monitor/track processes against respective process performance baselines, identify gaps and provide improvement suggestions by means of reference to the Service Assurance and Operations manuals

Report Generation:
Report on service and operational performance
Prepare cost tracking and variation reports
Prepare service ticket tracking and variation reports
Make recommendations for budget-affecting change requests

Perform any other Related duties as requested by Management

Desired Experience & Qualification:
Qualifications National Higher Diploma (4 year) or a Degree – NQF 7 Experience
Management experience critical, specifically with respect to managing resources and project teams (matrix of internal and 3 rd party vendor) and customer relationship management with proven success.
Minimum 3-5 years ICT experience.
Telecommunications Industry exposure essential.

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