Service Delivery Manager in Lagos, Nigeria

at MainOne

Information Technology
Minimum Qualification
Bachelor's Degree
Required Experience
10 - 15 years
Employment Type
Full Time
Male or Female

Job Description


  • Create an orderly architecture for managing  the sales process lifecycle
  • Proactively monitor and track lead progress, opportunity pipeline and activities via CRM tool
  • Track and keep records of sales targets and actual figures and compiling them into reports for management.
  • Ensure that business support systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
  • Provides a focus for SLA management and customer satisfaction across the relevant customer base.
  • Develop feedback or complaints procedure for Customer use
  • Define schedule and execute formal customer review meetings
  • Provide regular support to the Finance target of the business by managing cost of sales
  • Collaborate with Network Operations in managing unexpected operational events
  • Provide  support for all customer  satisfaction issues and ensures root-cause analysis is conducted and a corrective action plan is followed through
  •  Develop retention and loyalty plan for Main One customers
  • Ensure up to date records of all customers and documentation of their agreements, designs, correspondence / build customer database for easy accessibility.
  • Define, maintain and manage Service Level Agreements with various business areas
  • Ensure SLA’s are achieved and client expectations are met (or exceeded). •
  • Ensure that systems, processes and methodologies are specified and followed in line with business requirements and customer expectations
  • Ensure effective monitoring, control and support of  service delivery •
  • Develop and drive initiatives toward improved service delivery and customer service experience •Organize reviews of processes and procedures required to meet customer needs.
  • Analyse statistics relating to IS Metrics and performance 
  • Ensure preparation and presentation reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
  • Manage customer expectations and ensure overall customer satisfaction 



  • Bachelor's  degree in relevant disciplines
  • 10-15 years experience with at least 5 years in senior Service Delivery role.
  • Excellent Interpersonal Skills
  • Strong IT Skills: Word, Excel, Power point
  • Bid/Tender Management Skills/Experience
  • Decisive and able to meet aggressive delivery timelines
  • Ability to generate high-quality proposals
  • Self starter and proactive
  • Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority
  • Detailed oriented and able to take ownership of assigned tasks
  • Accountable and dependable
  • Organised and comfortable handling multiple priorities
  • Good understanding of the Company’s products and services
  • Strong communication skills and a high energy level
  • Familiar with local, state and federal regulations affecting the delivery of the Company’s products and services
  • Able to be patient with and handle difficult customers
  • Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
  • Proven experience of contract negotiation and supplier management; experience of successfully integrating customer and operational requirements into supplier relationships
  • LLB degree, ITIL, PMP in view

Demand on the Job   

  • Ability and willingness to work long hours and meet tight deadlines;
  • Ability to work with minimal supervision
  • Ability to make timely decisions, exhibiting sound and accurate judgment
  • Travel required
  • Ability to pay attention to details
  • Ability to work independently


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