Service Delivery Manager

The Curve Group, is recruiting suitably qualified candidates to fill the position below:

Job Position: Service Delivery Manager
Job Location: Lagos

Job Description

• Manage service activation ensuring a completion within the contractual timeline ensuring the best possible customer experience throughout
• Managed approved customer trials & demonstrations ensuring success criteria achieved
• Co-ordinate & report on against a onsolidated plan for all  sales to activation deliveries within the region
• Take ownership and responsibility for delivering improvements on behalf of our customers;
• Measure the impact of the changes that you are making to make sure that our customers realise the benefit of the service improvements;
• Work with various functional groups including Marketing, Operations, Sales, Customer Support, Presales/Product
• Implement strategies for improvements to service delivery and profitability
• Coordinate training activities with support, marketing and sales teams and make sure the new customer has all processes and tools available they need to use the services
• Ensure all customer deliveries are achieved  within the agreed scope, time, cost and quality
• Act as escalation point on all service-enablement projects
• Closely coordinate with internal teams on billing, ordering during the activation phase;
• Ensure all service issues during the activation phase are promptly escalated and responded to, keep the customer informed at all times
• Deliver Monthly reporting and KPIs
• Coordinate all resources to deliver compliant products and services
• Management and co-ordination of local subcontractors from contract to delivery.
• Manage quality in compliance with contractual SLAs and requirements
• Support presales opportunities such as exhibitions and conferences
• Support ISO compliance (9001 and 27001)