Engineer Service Delivery

HCS Affiliates Group, is a one-stop human resources and management consultancy organization, headquartered in Nairobi, Kenya.

Engineer Service Delivery

Primary ReportingMANAGER SERVICE DELIVERY

Secondary ReportingHEAD OF ETS

DepartmentTechnology Division

Leadership LevelIndividual Contributor

Job summary/ Job purpose/ Role Intent:

• The role is organized to support the defined field regions.

• Responsible for coordinating and ensuring feasibility, design and implementations for assigned business unit customers is done within SLA. Coordination with regional field engineers, business project managers, Account managers and contractors as per guidelines to get the job done. Management of stock levels to ensure adequate availability of materials for implementation.

• Organization Structure (must include who this position reports to)

Job MagnitudeTeam Size

• Number of employees directly reporting to this job: 0

• Number of indirect reports (i.e. employees reporting to the direct reports): 0

• Number of 3rd party staff e.g. contractors, consultants, outsourced service providers reporting to this job:  33

Key responsibilities

• Technical Project Management for new implementation is done according to design and standards within KPI, time, quality and budget. Handle escalations arising from delays of implementation and feasibility.

• Contractor management to ensure all assigned work is done within the specified time, quality and budget. Ensures regional team supervises and inspects work done on site. Ensures invoices for contractors once delivered to technology are verified and passed on for approval.

• Coordinate all Implementation requirements end to end within Technology Division (From feasibility to implementation and handover process)

• Coordinate and deliver feasibility studies for assigned business units within the agreed SLA while ensuring the most cost effective and practical solution is offered.

• Participate in GO NO GO sessions to evaluate business tenders and offer best approach and advice to business for the purpose of winning.

• Provide technical input in answer to RFQ from customers and support innovation during POC.

• Work with other Technology teams and Division’s Pre-Sales / Solution architects to design solutions for new customers and sign the off.

• Point of contact (In Conjunction with the team leaders) for assigned region in matters relating to Feasibility and Implementation.

• Manage a technology implementation buffer Stock to ensure adequate and timely delivery of materials for assigned implementation for assigned business units.

• Prepare reports of achievements against targets, and recommendations for improvement based on Projects (Surveys and Implementations).

• Documentation of all customer setups (all service activation Documents) and share handover documents to Business unit, ETS Helpdesk and NMC teams upon end of implementation journey.

• Maintain an inventory of all new customer implementations within assigned region – on Radio and Fiber, new FTTG, FTTB deployments and handover for monitoring and SLA management to respective teams.

• Any other task as assigned by line manager.

Principal Outputs for this role

• Achievement of Feasibility KPI within assigned region. Target – 95%

• Achievement of Implementation KPI within assigned region. Target – 95%

• Contractor Management – Ensure contractor are accompanied for survey, Acompanied to site prior to start of Implementation. During implementation, work is supervised and inspected at scheduled times. Target – 95%

• Implementations and Feasibility are delivered within quality, time and budget, while falling within the defined SLA – Target – 95%.

• Provide updates on on-going work during implementation as per defined standards and guidelines. Target – 90%

• 100% use of assigned tools for implementation and workforce management.

• End to end technical management of Proof of Concepts on the network and or customer links. Target 90%

Qualifications- Academic and Professional

• Diploma/ University degree in IT/Computer Science/Electrical & Electronics Engineering/Telecommunications/Computer Engineering

• Relevant Certifications – Project Management – PMP, CCNA.

• Candidates with SDWAN knowledge and or experience are highly advantaged.

• MS Office suite – for ease in data analysis and presenting output to aid decision making.

Experience

• Preferred candidates with Three to four years work experience in a telecommunication company managing small and large implementation projects.

• Experience managing contractors and suppliers.

• Routing and switching experience.

• Experience with managing Enterprise & Wholesale customer expectations.