Service Delivery Manager

Our company is looking for a suitably qualified and experienced Service Delivery Manager to join our dynamic team. Purpose of the Job: To be the first point of contact between the MVNO and Cell C through providing continuous support through managing and fostering the MVNO business requirements both operational and service orientated therefore establishing and maintaining an excellent client centric service relationship. *Service Delivery Management* * Manage all aspects related to the engagement between the MVNO’s and Cell C. * Manage/maintain the service, technical & operational relationship between Cell C and the assigned MVNOs. * Manage information flow to the MVNO where the MVNO is entitled to such. * Accountable for the day to day operational and service relationship between Cell C and MVNOs by supporting and assisting the MVNOs * Responsible for project delivery by being the single point of contact between the assigned MVNOs and Cell C for MVNO related products and/or services. * Ensure contractual timelines are met * Establish and evaluate Key Performance Indicators for any service and/or operational metrics  *Operational Delivery * * Drive efficiencies, service management workflow enhancements, service request template updates/enhancements and operational effectiveness within the operations environment that will benefit MVNOs. * Manage and/or communicate to the respective operations team to ensure that the MVNOs meet their operational targets and SLAs. * Ensure MVNOs are fully supported and operational at all times * Provide regular feedback to MVNO regarding the status of each business requirement, as per SLA * Provide Service management support including internal and external SLA reporting requirements, workflow and service template improvements/enhancements and escalations to MVNOs about MVNO open service tickets * Prepare internal and external Service Level reports * Conduct and analyse quarterly SLA results, business satisfaction surveys/results with the assigned MVNOs to gain feedback on actual performance, perceptions of services, service levels met or not met and quality of deliverables. * Assist the respective outsource partner to define Support and Service Level Agreement’s (SLAs). * Ensure the creation and establishment of processes required to manage the Cell C and MVNO relationship e.g. demand Generation management, service management, partner satisfaction, change control, fault and incident management and MVNO engagement * Drive continues improvements across the Cell C and with the MVNOs * Recommend enhancements to existing policies, processes and services. * Drive the uptake of new products and/or services offered to the MVNOs by the wholesale service delivery portfolio. * Ensure timely delivery of reports, invoicing and pricing to the assigned MVNOs as defined within guidelines of the mutually agreed operations manuals and the governing agreements. * Ensure knowledge management by taking an active role