Service Delivery Project Manager

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.

Skills & Competencies (Personal & Interpersonal)

• Strong leadership, communication, and interpersonal abilities.
• Adept at managing multiple priorities in a dynamic, fast-paced setting.
• Skilled in problem-solving and decision-making.