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.

Responsibilities:

• 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.

Requirements:

• 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.

EE Disclaimer:

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

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REF: AC01