Service Delivery Executive

Role overview

The Service Delivery Executive will coordinate and supervise the installation of Business Solutions products from end to end. This role focuses on scheduling work, managing contractors, and working closely with the Technical, Customer Support, and Implementation teams to keep delivery on track.

The position also owns the processes and controls needed to make sure the Business Solutions Service Delivery function completes work successfully and consistently.

Key duties

• Issue notifications to customers and internal stakeholders when a contract is received, a survey is completed, installation begins, and commissioning is finished.
• Create purchase orders for ICT-related services and products.
• Work with contractors to ensure jobs are completed according to schedule.
• Follow up with contractors so faults are addressed promptly.
• Coordinate with contractors and the RF team twice daily for surveys and installations.
• Provide field support for WiMAX faults.
• Help coordinate device integrations for ICT and cloud customers through Customer Support.
• Work with Customer Support to carry out integrations.
• Oversee service provisioning through the IP team.
• Coordinate device integration for Point-to-Point and WiMAX services.
• Maintain and update database records and files.
• Support the Project Management team as needed.

Education and experience

A diploma or higher qualification is required. IT-related qualifications or certifications will be considered an advantage.

The ideal candidate should have knowledge of the ICT sector, along with around 2 years of project management experience in ICT, telecommunications, or a similar field, and 2 years of customer care experience.

Functional capabilities

• Practical experience with AlvariSTAR
• Understanding of IT and telecommunications systems
• Strong customer service management ability
• Awareness of internal ICT processes
• Good spoken and written communication
• Comfortable using Excel and Word
• Ability to manage multiple priorities at once

Additional information

Location: Kingston, Kingston, Jamaica.