SERVICE DELIVERY SUPERVISOR

SERVICE DELIVERY SUPERVISOR

Location: Lekki, Lagos, Nigeria
Industry: Telecommunications / Internet Service Provider (ISP)
Employment Type: Full-Time
Experience Required: 3 – 5 Years (Mandatory ISP Experience)
Salary: ₦250,000 – ₦300,000 Net Monthly

Job Summary

We are seeking a highly organized and results-driven Service Delivery Supervisor to oversee and coordinate service delivery operations within our ISP environment. The ideal candidate will be responsible for managing installation projects, supervising service delivery teams, ensuring timely customer onboarding, maintaining service quality standards, and driving operational efficiency.

The successful candidate must possess strong technical knowledge of internet service delivery, project coordination, customer service management, and team supervision. Experience within the Telecommunications or ISP industry is mandatory.

Key Responsibilities

Service Delivery Operations

• Supervise and coordinate all service delivery activities to ensure timely and efficient customer installations and activations.
• Manage daily schedules and assignments for field engineers, installation teams, and service delivery personnel.
• Monitor service requests, installations, migrations, upgrades, and maintenance activities to ensure adherence to service level agreements (SLAs).
• Ensure all customer orders are processed accurately and completed within agreed timelines.
• Coordinate the successful deployment of internet connectivity solutions for residential, SME, and enterprise clients.
• Monitor customer onboarding processes and ensure seamless service activation.

Team Leadership & Supervision

• Lead, mentor, and supervise Service Delivery Officers, Field Engineers, and Installation Teams.
• Allocate resources effectively to ensure optimal team productivity and performance.
• Conduct regular performance reviews and provide coaching to improve service delivery standards.
• Monitor team activities and address operational bottlenecks promptly.
• Ensure compliance with company policies, operational procedures, and safety standards.

Customer Experience & Stakeholder Management

• Serve as a key point of contact for internal teams and customers regarding service delivery issues.
• Manage escalations and customer complaints, ensuring prompt resolution and customer satisfaction.
• Maintain effective communication with Sales, Technical Support, Network Operations, and Customer Experience teams.
• Provide timely updates to customers regarding installation schedules, delays, and service-related issues.
• Build and maintain strong relationships with clients and internal stakeholders.

Project Coordination & Installation Management

• Coordinate and supervise large-scale installation projects and network deployment activities.
• Ensure installation projects are completed within scope, timeline, and quality requirements.
• Monitor project milestones and provide regular status updates to management.
• Identify project risks and implement mitigation strategies.
• Coordinate site surveys and technical assessments when required.

Reporting & Documentation

• Prepare and submit Daily Service Delivery Reports, Installation Reports, and Performance Dashboards.
• Maintain accurate records of customer installations, activations, service requests, and project progress.
• Generate daily, weekly, and monthly operational reports and performance analysis.
• Track key performance indicators (KPIs) and recommend improvements to enhance operational efficiency.
• Maintain proper documentation of service delivery processes and customer records.

Operational Monitoring & Quality Assurance

• Monitor service delivery performance and ensure compliance with operational standards.
• Identify process gaps and implement continuous improvement initiatives.
• Ensure all assigned customer accounts remain active and properly managed.
• Conduct quality assurance checks on completed installations and service deployments.
• Collaborate with technical teams to resolve service-related challenges efficiently.

Qualifications

• Bachelor's Degree or HND in Computer Science, Information Technology, Engineering, Telecommunications, Business Administration, or a related field.
• Minimum of 3–5 years' experience in Service Delivery, Project Coordination, Network Operations, or Technical Operations within an ISP or Telecommunications environment.
• Demonstrated experience supervising installation teams and managing service delivery projects.
• Professional certifications in Project Management, IT Service Management, Telecommunications, or Network Technologies will be an added advantage.

Required Competencies

Technical Competencies

• Strong understanding of Internet Service Provider (ISP) operations and service delivery processes.
• Knowledge of broadband technologies including Fiber Optics, Wireless Networks, FTTH, and Enterprise Connectivity Solutions.
• Understanding of network infrastructure, internet connectivity, and customer provisioning processes.
• Experience managing installation and deployment projects.
• Proficiency in Microsoft Office Suite, particularly Excel, Word, PowerPoint, and reporting tools.
• Ability to analyze operational data and prepare management reports.

Behavioral Competencies

• Strong leadership and team management skills.
• Excellent organizational and project coordination abilities.
• Outstanding communication and interpersonal skills.
• Strong customer service orientation and problem-solving capabilities.
• Ability to multitask and manage competing priorities effectively.
• High attention to detail and accuracy.
• Strong analytical and decision-making skills.
• Ability to work under pressure and meet strict deadlines.
• Professionalism, integrity, and accountability.

Key Performance Indicators (KPIs)

• Installation Completion Rate
• Customer Activation Turnaround Time
• Service Delivery SLA Compliance
• Customer Satisfaction Score (CSAT)
• Project Delivery Timeliness
• Service Quality Metrics
• Team Productivity and Performance
• Complaint Resolution Efficiency

How to Apply

Interested and qualified candidates should send their updated CV to:

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Subject Line: Service Delivery Supervisor – Lekki

Application Deadline: Applications will be reviewed on a rolling basis, and only shortlisted candidates will be contacted.