Location: Victoria Island, Lagos Job Purpose
Service Delivery Analyst is responsible for planning and coordinating and the delivery of services to customers in line with eStream processes and Standard Operating Procedures.
The incumbent is expected to develop realistic project schedule, and ensure timely and accurate communication to all stakeholders with the ultimate aim of satisfying clients’ requirements
Duties and responsibilities Strategic Insight and Integration:
Achievement of project objectives
Responsible for ensuring and confirming that newly deployed services are done in line with Standard Operating Procedures.
Technical / Analysis and Problem Solving:
Coordinates project activities of and external vendors in order to ensure services delivered consistently meet customers’ expectation.
Measure progress of work against weekly target and deliverables
Ensures the delivery of services to customers within the agreed timeline.
Responsible for ensuring effective quality control processes are in place to monitor services delivered to customers.
Provide accurate documentation of services delivered to customers on the CRM.
Leadership:
Provide leadership for subordinates and promote discretional behaviours among team members.
Contribute in creating and driving a vision for the unit in line with corporate goals.
Lead and motivate team members – encouraging them to deliver quality results
Interpersonal, Relationship Management & Collaboration:
Liaise with internal stakeholders and 3rd party vendors to deliver projects.
Promote customer service and track timelines for delivery of services to customers.
Provide coaching and mentoring for team members.
Communication:
Deliver periodic and regular reports to stakeholders on service delivery activities, challenges and results
Share/communicate departmental goals, expectations, performance standards and results with employees
Seek and provide useful feedback to stakeholders
Generate and submit periodic report on service delivery issues to management for informed decision
Customer Focus:
Ensure delivered services meet customer’s requirement.
Provide platforms to receive customers’ feedback
Ensure prompt delivery of services to customers.
Requirements Education & Work Experience:
Bachelor’s degree in Information Technology, Computer Science, Electrical Electronics Engineering or related field
Minimum of 5 years work experience in a relevant role.
Network experience in an ISP environment or a systems integration company with specialization in enterprise and service provider routing and switching solutions.
Affiliation with relevant professional bodies
Competency, Skills & Certifications:
Project Management Certifications (PMP, Prince 2, etc.)
Certification in CCNA & ITIL
Strong verbal/written communication ethics
Innovation Management
RF Technology Skills
Leadership
Customer Service
Relationship & People Management
KPIs:
Successful delivery of projects within the agreed timeline.
100% compliance to QMS standard.
Working conditions:
The incumbent may be required to travel out of station
Open Plan Office
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