Service Delivery Specialist

A leading organisation within the telecommunications and ICT sector is seeking a Service Delivery Specialist to manage the end-to-end delivery of customer services. The successful candidate will play a key role in coordinating cross-functional teams managing customer expectations resolving escalations and ensuring services are delivered within agreed timelines while supporting revenue objectives.

• Manage the end-to-end order-to-cash process ensuring customer requirements delivery timelines and revenue targets are achieved.
• Coordinate service delivery activities across internal teams vendors and third-party contractors.
• Maintain regular and professional communication with customers providing accurate and timely progress updates.
• Manage customer incidents and escalations through to resolution while maintaining high levels of customer satisfaction.
• Track revenue commitments and identify and resolve obstacles affecting revenue realisation.
• Manage orders placed on hold and drive them back into work-in-progress for execution.
• Monitor purchase requisitions and purchase orders to ensure contractors are able to commence surveys and service implementations.
• Coordinate customer escalation meetings alongside account management and operational teams.
• Track and manage action plans arising from customer meetings to ensure agreed commitments are delivered.
• Maintain accurate system records dashboards and reporting to provide visibility across service delivery activities.
• Identify opportunities to improve service delivery processes systems and operational efficiencies.
• Collaborate with internal technical and IT teams to develop reporting and process improvements that enhance customer service.

• Relevant 3-year diploma preferably within an Engineering or related technical field.
• A Project Management qualification would be advantageous.
• Minimum of 3 years experience within the ICT sector including at least 1 year within a telecommunications environment.
• At least 2 years technical experience with a relevant technical certification.
• Strong relationship management experience with the ability to engage customers and stakeholders at various organisational levels.
• Experience working across cross-functional teams.
• Strong report writing and Microsoft Office skills.
• Excellent written and verbal communication skills.
• Strong negotiation customer engagement and escalation management capabilities.
• Good understanding of telecommunications technologies products and services.
• Strong organisational skills with the ability to manage multiple priorities customer commitments and delivery deadlines.

All positions will be filled in accordance with the companys Employment Equity plan. We encourage people with disabilities to apply.

If you do not receive feedback within two weeks of your application please consider it unsuccessful. Keep an eye on our website and other career sites for future opportunities.

REF: AC01