Supplier Quality Service Manager at West Indian Ocean Cable Company (WIOCC)

Key Duties & Responsibilities

• Manage the service desk process, oversee incident management and provide support to the NOC
• Liaise with internal departments to monitor and report on key supplier service metrics and drive provements
• Manage suppliers SLAs and network improvement plans providing feedback to Client Service Managers
• Assist in identifying problem areas within suppliers and supplier networks that will drive future purchase plans
• Identify service concerns, issues, challenges and escalate to management
• Coordinate with QA Manager in process documentation, KPI management, auditing and follow up within Networks
• Coordinate escalations to suppliers when necessary to ensure services are restored within the shortest time to minimise client downtime
• Coordinate problem management with suppliers and provide feedback to Client Service Managers
• Hold monthly service reviews, measuring and improving supplier performance, chair meetings, maintain minutes, track, and ensure actions are completed
• Assist with creation of ad hoc reports as needed

Qualifications & Experience

• Bachelor’s degree in Telecommunications, Engineering, IT or related field
• ITIL qualifications for Service Management or equivalent
• Minimum 5 years’ experience in telecom industry including experience in service desk or equivalent
• Knowledge of telecommunication systems including OTN, SDH and Data (Ethernet, IP/MPLS)
• Expert knowledge of at least one trouble ticket system, NetSuite desirable
• Good network diagnostic skills
• Excellent communications skills, including ability to listen to and summarise and concisely
• Ability to share key information with teams, produce reports, SLA processing and improvement plans
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
• Effective written and verbal communications skills evidenced by work history and accomplishments
• Strong analytical skills and able to collate and interpret data from various sources
• Willing to work on a 24/7 including nights, weekends and public holidays / on-call as required

Attributes

• Client focused, relationship builder
•  Integrity, honest with high ethical standards
• Boundless, passionate, and flexible
•  Personal excellence, accuracy, and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Excellent communication and negotiation skills
• Problem-solving aptitude with an ability to make sound judgement calls
• Excellent organisation and time management skills