Join us at SEACOM

The successful candidate will report to the GM: Customer Experience, and will be responsible for, inter alia, the following:

Key Responsibility: Leadership & Process Oversight

Core Tasks:

• Provide strategic oversight and leadership to ensure efficient processes that enable rapid execution of delivery.
• Foster a culture of collaboration, accountability, and excellence across departments, ensuring alignment with SEACOM’s customer-focused goals.

Key Responsibility: Stakeholder Engagement

Core Tasks:

• Act as the primary facilitator between Service Delivery and departments such as Sales, Product, Access Planning, Procurement, and Sales Enablement.
• Drive alignment on priorities and expectations to ensure seamless cross-departmental coordination for deal timelines.
• Represent Service Delivery in strategic discussions to ensure customer-focused outcomes are prioritized.

Key Responsibility: Operational Efficiency

Core Tasks

• Streamline processes to ensure quick and efficient deal transitions from sales closure to the Service Delivery team.
• Identify and eliminate bottlenecks in the deal handover process, reducing lead times for service delivery initiation.
• Monitor and optimize workflows across internal teams to ensure on-time and budget-aligned delivery.

Key Responsibility: Performance Monitoring & Reporting

Core Tasks

• Track and report on delivery progress, quality metrics, and process efficiencies to the GM.
• Establish and review KPIs to measure the effectiveness of delivery processes and ensure alignment with business objectives.
• Provide data-driven insights to support continuous improvement and enhance customer satisfaction.

Key Responsibility: Continuous Improvement & Customer Experience Enhancement

Core Tasks

• Champion initiatives to improve delivery speed, quality, and overall customer experience.
• Facilitate feedback loops from both internal teams and customers to refine processes and address evolving needs.
• Collaborate with the GM to refocus efforts within the Customer Experience portfolio, ensuring SEACOM’s delivery practices stay innovative and customer centric.

EDUCATION:

• Bachelor’s degree in BA, Engineering, Project Management or Operations Management.
• PMP Certification
• Agile Certification
• Lean Six Sigma
• PRINCE 2 qualified
• ITIL
• Customer Experience Certificates, Licenses, Registrations.

SKILLS, KNOWLEDGE & EXPERIENCE:

• Team Leadership skills & experience previous Management Experience
• Good Business acumen
• Good understanding of project delivery cycle
• Basic Financial Accounting (CAPEX, OPEX, TCO, NPV, EBITDA etc.)
• Customer Experience Methodology
• Customer Lifecycle Methodology
• PDLC (Product Development Life Cycle) experience
• Strategic Thinking
• Change Management
• ITIL & eTOM understanding
• Process Mapping Methodology
• 5+ years’ experience in the ICT sector
• Understanding of Business processes
• Understanding of business systems
• Knowledge/Experience in Telecommunications industry

​REQUIRED KEY COMPETENCIES/ATTRIBUTES:

• Strategic Leadership
• Customer-Centric Mindset
• Service Delivery/Project Management Expertise
• Stakeholder management
• Escalation management
• Results management
• Interpersonal skills
• Decision making
• ‘can do’ approach
• Relationship management
• Team Leader
• Senior Manager skills
• Planning and execution
• Problem solving
• Collaboration and Teamwork
• Cross Cultural Competence
• Listening
• EQ – Emotional Intelligence
• Accountable for results
• Influences and energizes others

Interested people should please submit an updated and condensed CV by clicking Apply Now.