Service Delivery Manager – Networking Job, IT Jobs March 2021

Job Title: Service Delivery Manager – Networking

Location: Nairobi

Job description

The job holder will be responsible to lead the team of engineers for successful & timely implementations of projects and delivering high quality services.

Responsibilities

  • Closely work with Sales & Presales teams to ensure overall Business objectives are met.
  • Ensure proper coordination between the service desk and support engineers in assigning and reporting calls.
  • Ensure high customer satisfaction through timely project implementations and support mechanisms.
  • Drive KPIs for the team with clearly defined goals, team development, retention, career progression and taking on the leads’ responsibility
  • Ensure that the technical resources are certified in their areas of expertise.
  • Challenge teams to be up to date on various technologies handled as well as prepare them for the advanced and up-coming technologies
  • Customer meetings – Continuous meetings with customers to take feedback as well as to provide them with upsell/cross-sell opportunities
  • Create and demonstrate Proof of Concepts for key customers
  • Skills transfer – ongoing mentoring & coaching sessions within the team
  • Self-development – ensure up to date certifications, attend trainings & ensure knowledge transfer for the rest of the team
  • Create a skill matrix for the team – identify the gaps and submit the plan of development to the Head periodically
  • Create, develop & optimize processes/checks to ensure optimum team utilization, quality manpower, timely & industry’s best practices based implementation, documentation and support
  • Project hand over, sustenance, responsibility matrix, and escalation guidelines to be defined and adhered to
  • Prepare rate cards for all types of Engineers (L1, L2, L3) and create opportunities to sell services

Qualifications:

  • A Bachelor’s degree in engineering
  • Professional IT certification with industry majors such as Cisco (CCIE/CCNP/CCDP), F5, Fortinet, Juniper, Arista etc.
  • At least 7 years’ working experience with 3 years’ carrying in a managerial position.
  • Planning, organising skills/ quality orientation and Negotiation skills
  • Good knowledge of administrative rules and regulations.

How to apply

Interested candidates to share their CVs on [email protected], subject of the email Service Delivery Manager – Networking.

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