Role Purpose
To Manage the overall Customer Service Delivery, Project Delivery to ensure that Liquid Intelligent Technologies has the required capability to deliver customer Network products and services to achieve the short, medium- and long-term Revenue Objectives.Develop and lead ecosystem for robust and faster delivery. The Role includes performing reporting function for service delivery, Templates, standards and process.
Role Description
Service Delivery execution and planning

Review, design and Implement Service Delivery Strategy as directed by CTO in line with company’s strategy.
Provide Service Delivery inputs for the order to cash processes including standardised stage gate processes to enable successful delivery of customer requirements.
Develop the internal business processes for the service delivery team with focus on delivery time and continuous quality improvement.
Manage the internal stakeholder relationships with pre-sales, commercial and operations departments to align delivery targets with business.
Prepare and report on service delivery key performance indicators to the business ensuring common baseline for delivery status.

Project Management

Develop and implement best practise and standardised project management framework for delivery of projects.
Develop the internal business processes for the project management team to manage project budget and revenue recognition targets in line with approved project business plan.
Implement appropriate project cost management processes for managing and reporting in line with company requirements.
Implement appropriate project management tooling to ensure visibility, reporting and common understanding of project delivery status including cost, quality and time.
Ensure project management processes and procedures are aligned to industry best practise and standards.
Manage internal and external stakeholder relationships with pre-sales, commercial, finance and customers to align delivery targets with agreed commitments.
Manage variations to project scope with pre-sales, commercial BU, finance and customers, implementing appropriate contract amendments, variations and tracking mechanisms to ensure alignment across the value chain.

Service delivery process management

Ensure service delivery processes and procedures are adapted and ready for new product delivery requirements.
Adapt and align service delivery processes and procedures to ensure new product delivery requirements are integrated and tested prior to new product introduction
Work with product development to agree end-to-end customer journey for product and service delivery.
Identify and implement automation across the service delivery value chain wherever possible with focus on improved delivery times and quality.
Align with engineering and operations department on continuous quality improvement in the delivery process to improve customer experience and future operational support.

Network Deployment

Manage quality and performance of 3rd party contractors responsible for any aspect of the delivery process.Align quality, health and safety requirements with internal standards and continuous monitoring and reporting.
Manage end-to-end contracting process with 3rd party contractors in-line with agreed procurement and financial management processes and requirements.
Ensure new network infrastructure as-built documentation is aligned with Planning & Engineering department to maintain correct and accurate network inventory.

Human Capital Management

Ensure that all human resources are appropriately managed in terms of performance and development including performance management and career development initiatives.
Management of relationships between line of business and the various business partners to deliver superior service.Lead interactions with internal and external auditors to deliver on favourable outcomes
Manage staff to achieve the overall departmental objectives.
Mentoring (including training thereof) of all direct reports in line with their performance management objectives
Manage costs associated with staff such as overtime, allowances, leave and training, to ensure they meet requirements set out in policy as well as those directed to meet organizational objectives.
Prepare and implement required quality management processes and procedures to ensure delivered network is in line with company standards and where required, any specific customer requirements.

Requirements

Bachelor’s Degree in Engineering/ B, Tech/ Technologist/NQF Level 6 or 7:Essential
Diploma / Certificate in Project Management:Essential
Project Management – Prince 2, PMBOK, PMP or Agile:Desirable
10 years plus Experience in similar or related environment, 5 of which should be in a Senior Management position:Essential
5-10 Years Knowledge of Project Management Methodology:Essential
All Appointments are subject to the Labour Legislation in the respective country.