Senior Specialist: Service Delivery at Liquid Intelligent Technologies

ROLE PURPOSE
To drive and manage the Order to Cash Process for critical projects end to end.  Effective Customer Management, Revenue Generation, Project Management, excellent reporting and Technical Skills are key areas.

ROLE OUTPUTS

Service Delivery Management

• Coordinate the service delivery of complex, strategic and high revenue projects.
• Engage with cross-functional teams ensuring that service delivery is on time and budget
• Engage with customers, ensuring feedback is given timeously and according to the project plan. 
• Manage vendors to ensure roll out of service meets specific requirements.
• Manage the Order to Cash Process with focus on revenue, delivery count and meeting customer required dates (CRFS).
• Manage complex projects within defined scope, time and budget. 
• Assist the Bid Office with RFP Responses
• Cross-skill junior team members

Customer Incident Escalations Management

• Acknowledge, understand and manage customer and Service Delivery issues timeously.
• Co-ordinate with the respective internal departments and manage the escalation/project dependency to resolution speedily.
• Escalate to internal department management to ensure that the customer issue is resolved timeously.
• Coordinate and submit progressive and accurate updates to customers on their escalations to maintain customer interaction and ensure feedback is provided.
• Escalate to vendors/3rd party contractors and manage these escalations to resolution to ensure finality on matters.
• Manage internal escalation tracking meetings to ensure all parties remain aware of their role.
• Attend customer escalation meetings with KAM’s and Operational Teams.

Customer Satisfaction

• Monitor transaction feedback from customers to ensure customer expectations are met and/or exceeded.
• Identify areas for improvement of overall customer satisfaction and implement strategies and processes as necessary to constantly improve customer service.

Innovation/Continuous Improvement Program

• Participate in developing system, process and procedure efficiencies.  Participate in training and development programs to ensure service is always at the highest levels.
• Provide input to RFP and new contact negotiations to ensure escalation services are provided on new contracts and services.

Accountable for revenue realisation and customer satisfaction

Requirements

• 3-year Diploma in Electrical Engineering (Telecommunications)/ Information Technology/Information Systems
• Prince 2 / Project Management Qualification 
• Cisco or similar Certification advantageous
• Good understanding of technology, products and services offered by LIT and the telecommunications industry
• A minimum of 5 years in the ICT sector, 3 years of which must have been spent in the Telco environment
• Relationship management experience dealing with customers at all levels
• 5 years technical experience
• Report writing and experience working with cross-functional teams
• Business Intelligence Reporting
• Project Management experience