Service Delivery Manager at Layer3

Layer3 is one of the fastest growing network and security infrastructure companies in West Africa, providing award-winning services, including managed and cloud services, network security, IT infrastructure management, virtualization and mobile device management solutions. Our unique model integrates best-of-breed technologies from global leaders such as Juniper Networks, Blue Coat, Polycom, AirWatch, F5, Extreme Networks and VMware, coupled with our next-generation metro fiber networks, to offer unparalleled services and after sales support to some of the most demanding customers.

We are recruiting to fill the position below:

Job Title: Service Delivery Manager

Location: Abuja (Hybrid)
Job type: Full-time

Scope

• The primary responsibilities of the Service Delivery Manager are to supervise the day-to-day operations of the Service Delivery & Customer Support teams to ensure all customer service level agreements, satisfaction, and company expectations are met while also providing direct customer support when needed.
• This individual will support the Service Delivery & Customer Support teams in achieving individual and departmental goals, and monitor all team’s activity queues to ensure phone calls and emails are answered in an effective and efficient manner.

Responsibilities

• Observe direct reports to ensure compliance with process, quality, and productivity standards.
• Utilize the defined reports and metrics to maximize productivity while achieving individual and department objectives.
• Manage team escalations, ensuring delivery of complete and timely customer and internal communications.
• Perform root cause analysis and implement corrective action plans associated with negative customer experiences.
• Manage team’s daily schedule to ensure staffing levels are met and use of overtime is minimized.
• Create and manage individual development plans for each team member to ensure their ongoing growth and success.
• Review, amend, and finalize employee timecards biweekly.
• Assist with the creation and execution of strategic initiatives.
• Review processes, procedures, and work instructions to identify and implement continuous process improvements, efficiencies, and quality in support of strategic initiatives.
• Efficiently prioritize and execute tasks in a high-pressure environment.
• Model appropriate behavior in regard to Optus’ Core Values and Code of Ethics Policies and support Optus’ team approach to quality.
• Other duties or tasks as assigned by management.

Leadership:

• Instruct direct reports on job duties and arrange for training to be provided to meet the continued demands of the organization.
• Provide direct reports with guidance on handling difficult or complex problems.
• Drive improvement through suggestion processes, process improvement teams, and root cause analysis.
• Create and execute workforce development plans to drive employees to a career path.
• Responsibility For Work of Others: Direct supervision over - the Service Delivery & Customer Support team.
• Engage with customers via follow-up calls, service reviews, or onsite visits to ensure customer satisfaction.
• Efficiently manage personnel resources to maximize productivity and quality results.
• Facilitate team meetings; intervene as necessary to keep the team’s goals and results consistent with company direction and work with the team members to develop their full potential.
• Hold regular meetings (including one-on-one) to discuss issues, changes, improvements, and strategies that affect the group and/or the company.
• Initiate and conduct personnel actions such as discipline, performance evaluations, and training.

Requirements

• Bachelor's Degree (B.Eng / BS), three to five years related experience and/or training or equivalent combination of education and experience.
• Telecom or Technology experience required.
• Call Center experience preferred.
• Extensive experience in Microsoft Word and Excel spreadsheet development required.
• Must possess strong oral, written communication and analytical skills.
• Strong organizational and administrative skills and a positive, professional attitude.
• Must be able to multi-task and handle stressful situations in a professional manner.
• Must be able to show strong leadership abilities and a history of leadership in a team-oriented work environment and have a strong desire to be a part of a winning organization allowing for employee growth and development.

Physical Demands/Working Conditions

• Occasional travel to off-site customer locations as needed. Ability to read, write, and communicate both orally and written to external and internal customers and employees.

How to Apply
Interested and qualified candidates should:
Click here to apply