Manager - Service Delivery Job at Etisalat Nigeria

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Job Title: Manager, Service Delivery  

Location: Lagos, Nigeria

Employer: Etisalat Nigeria

Job Summary: Develop, implement and continuously improve processes and procedures to support delivery of Business Segment products, services and solutions to the customer

Principal Functions:

Service Activation Process Management:

•   Build, implement and maintain required guidance framework for Corporate Service Provisioning and Customer Fulfilment Pre-requisites

•   Benchmark processes and enforce compliance related to Corporate Customer Service Activation and Support

•   Liaise within the Business Segment team and across other teams – including Billing, Customer Care, Post-paid Operations, Legal and Regulatory – on all aspects of Corporate Customer Service Delivery

Contracts & SLA Management:

•   Develop and administer all required contracts, service level agreements (SLAs), terms and conditions (T&Cs) and any other service documentation required for Customer Fulfilment

•   Develop and manage Corporate Escalation Framework and SLA regime

•   Maintain and ensure compliance of all internal SLAs related to Customer Service Delivery

•   Report on service performance, issue management and resolution, and all other service cycle management deliverables

•   Assist in monitoring, evaluating and reporting on the performance and quality of services and solutions implemented for Etisalat's corporate customers according to agreed and approved specifications

•   Provide performance and availability reporting on all customer solutions (fixed or mobile) in order to ensure Etisalat Nigeria remains within set customer SLA thresholds

Payment & Debt Management:

•   Monitor payment trends and report on customer debt position to relevant stakeholders within and outside of the Business Segment team

•   Liaise with key external stakeholders in Finance – Post-paid Operations, Credit Control, Billing and other workstreams – related to customer collections, payment and debt recovery

Educational Requirements:

•   First degree or equivalent in a relevant discipline

•   A Master's degree, e.g MBA, will provide an advantage

Experience,Skills & Competencies: Between six (6) and eight (8) years' directly relevant post-NYSC experience, with most recent three (3) years in a supervisory role

Ideal candidate must be able to demonstrate high levels of competence in the following areas:

•   Relationship Management

•   Systems and Processes

•   IT Service Management

•    Billing and Payment Systems

•    Customer Service

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Source: Manager - Service Delivery Job at Etisalat Nigeria

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