Internet Solutions, a leading South African Based Converged Communications Service Provider having presence in eight  African countries is looking to fill the following strategic position in Kenya:

SERVICE DELIVERY MANAGER

Reporting to the Chief Operation Officer, will be acting as the escalation point for Customer Management, co-ordinate incidents across the operational team. Take ownership of, and resolve accordingly, any issues escalated by clients.

Duties and Responsibilities:

• Ensure a good understanding of the contract between the customer and Internet Solutions
• Understand and underpin the implementation of Internet Solutions products in line with Customer requirements and objectives (to be able to manage them effectively)
• Act as the escalation point for Customer Management and be available 24x7 to support major escalation issues
• Co-ordinate incidents across the operational team to resolve problems/issues with clients
• Take ownership of, and resolve accordingly, any issues escalated by clients
• Ensure all current clients’ SLAs are kept up-to-date
• Carry out analysis of performance issues with clients and manage customer expectations
• Provide weekly reports and conduct customer satisfaction surveys on a monthly/quarterly basis
• Work as part of team, managing key accounts to oversee operational aspects of the client relationship and championing issues affecting the client
• Work with clients and the GSC team and other departments to establish and manage priorities setting expectations for services, enhancements and incident resolution
• Work with the customer to mitigate the impact of incidents and outages and improve our service delivery

Experience and Qualification:

• At least 2 years experience of IT management/service delivery across functional teams
• Proven technical and customer servicing ability
• Strong interpersonal, communication, organization and follow-through skills
• Ability to document incidents and write reports (good English & grammar and reporting skills a must)
• Excellent prioritization and communication skills
• Ability to adapt and influence in a rapidly changing environment
• Problem-solving with drive and energy to achieve desired results
• Management of effective and timely problem resolution in-line with clients
• Be a strong communicator capable of liaising across all levels with client and colleagues alike
• Last but not least have a commercial approach, paired with a technical ability

If you possess the necessary qualifications and experience, send your application and detailed CV indicating your current position, current pay, qualification, work experience, names of at least three (3) professional referees, day telephone number and a valid email address to:

Internet Solutions
Nairobi, Kenya
Email: is.ke.hr@is.co.ke

All applications to be sent via email only (address above). Only short listed candidates shall be notified.