Service Delivery Project Manager

Level-Up; Johannesburg; On-site; ZAR 60,000 - 85,000; Full time

Job summary

A leading company in the telecommunications sector is seeking a Service Delivery Project Manager. This role involves overseeing strategic partnerships, optimizing network performance, and ensuring service reliability through effective management of maintenance processes. The ideal candidate will possess a Bachelor's degree in Project Management, over 5 years of relevant experience, and demonstrable skills in project management and leadership.

Qualifications

• Over 5 years of experience as a Project Manager in a relevant industry.
• Strong leadership, communication, and interpersonal abilities.
• Adept at managing multiple priorities in a dynamic, fast-paced setting.

Responsibilities

• Oversee strategic partner accounts ensuring effective communication.
• Manage maintenance processes and contractor partnerships.
• Contribute to the development of the National Maintenance Strategy.

Skills

Cost Management

Effective Communication

Service Providers

Invoicing

Decision-Making

Account Management

Quality Assurance

Leadership

Problem-Solving

Education

Bachelor's degree in Project Management or related field

PMP or equivalent certification

Tools

Project management software

QuickBase

Job description

The Service Delivery Project Manager oversees strategic partner accounts, ensuring effective communication and the successful execution of critical initiatives. This role focuses on optimizing network performance, upholding service standards, and strengthening infrastructure reliability. Responsibilities include managing maintenance processes, contractor partnerships, and cost efficiencies while ensuring precise data reporting and adherence to service agreements. The individual will also devise and execute strategies to reduce mean time to repair, improve backup power systems, and support the national maintenance framework for sustained network dependability.

Key Responsibilities

Account Management for Strategic Partners

• Conduct weekly touch-base meetings with stakeholders.
• Clearly communicate progress on monthly and quarterly initiatives to internal and external parties.
• Forecast and monitor key account metrics to drive performance.
• Analyze customer usage patterns of products.
• Collaborate with the Sales team to onboard and integrate existing maintenance clients while nurturing ongoing client relationships.

Maintenance Management

• Ensure network availability exceeds 92% and maintain a 96% SLA in both public and private domains.
• Oversee accuracy of SLA ticket tagging and typing for month-end calculations.
• Manage and ensure precision in network monitoring and maintenance reporting systems.
• Establish and enforce service level agreements with maintenance providers.
• Develop and implement maintenance procedures for public and private spaces, including new technologies.
• Upgrade and standardize infrastructure (e.g., transitioning from LTE to Fibre or stabilizing electrical connections) to enhance network reliability.
• Lead teams to reduce mean time to repair for tickets.
• Maintain strong relationships with contractors and service providers.
• Handle maintenance contractor billing, invoicing, and repair cost management.
• Analyze top outage tickets to minimize recurrence.
• Contribute to the development of the National Maintenance Strategy.

Quality Assurance Management

• Ensure QuickBase data accurately reflects field equipment.
• Supervise the Quality Assurance team to maintain infrastructure (new and existing) to high standards and specifications.

Backup Power Management

• Oversee backup power installations.
• Identify and address poles with failing backup power.
• Manage stock tracking and updates in QuickBase.
• Enhance backup power solutions for improved reliability.
• Ensure all power management units report accurately with reliable data.

Qualifications & Experience

• Bachelors degree in Project Management or a related field preferred; PMP or equivalent certification is an advantage.
• Over 5 years of experience as a Project Manager in a relevant industry.

Systems

• Proficient in project management software and tools; experience with QuickBase is a plus.
• Strong leadership, communication, and interpersonal abilities.
• Adept at managing multiple priorities in a dynamic, fast-paced setting.
• Skilled in problem-solving and decision-making.

Required Skills:

Cost Management Effective Communication Service Providers Calculations Service Delivery Typing Assurance Partnerships Invoicing Decision-Making Account Management Metrics Reliability Quality Assurance Infrastructure Availability Contractors Specifications Strategy Software Maintenance Project Management Leadership Sales Communication Management