Service Delivery Supervisor

Service Delivery Supervisor

Location: Lekki Lagos (On-Site)

Industry: Telecommunications / Internet Service Provider (ISP)

Employment Type: Full-Time

Experience: 3 5 Years (Mandatory ISP Background)

Compensation:Monthly (Net)

Job Summary

The Service Delivery Supervisor will lead the charge in coordinating daily operations within our fast-paced ISP environment. You will be the bridge between technical excellence and customer satisfaction supervising field teams to ensure seamless installations activations and service fulfillment.

We are looking for a high-energy leader who can manage the middle groundensuring sales promises are met with technical precision while maintaining strict adherence to timelines and SLAs.

Key Responsibilities

Operations & Service Management

• Team Leadership: Supervise and coordinate the Service Delivery Team to ensure high-quality execution of installations and activations.
• Operational Scheduling: Plan and monitor daily field operations ensuring all teams meet their daily targets and Service Level Agreements (SLAs).
• Process Integrity: Oversee service order processing to ensure 100% accuracy completeness and timely filing of delivery records.
• Reporting: Prepare and submit daily Service Delivery Sheets and operational status updates to management.

Technical & Project Coordination

• Project Monitoring: Oversee fiber deployment broadband setup and client onboarding projects from initiation to completion.
• Resource Management: Ensure field engineers have the necessary tools materials and equipment to perform tasks without downtime.
• Quality Control: Audit active accounts to ensure zero erroneous disconnections and provide basic technical guidance to field staff.

Stakeholder & Customer Relations

• Cross-Functional Liaison: Serve as the primary contact for Sales and Support teams to resolve delivery bottlenecks.
• Conflict Resolution: Proactively handle customer complaints regarding delays or technical hitches escalating issues only when necessary.

Performance & Continuous Improvement

• KPI Tracking: Analyze weekly/monthly performance reports to identify operational gaps.
• Process Optimization: Identify inefficiencies in the delivery workflow and implement strategies to reduce Time to Install.

Qualifications & Requirements

• Education: in Computer Science Engineering or a related field.
• Certification: PMP PRINCE2 or Technical Operations certifications are a significant plus.
• Experience: 35 years of MANDATORY experience within an ISP or Telecom firm. You must have hands-on knowledge of fiber wireless or broadband deployment.
• Tech Savvy: Advanced proficiency in Microsoft Office (specifically Excel for data tracking).
• Attributes: You must possess a problem-solving first mindset and the ability to maintain composure under the pressure of a high-growth environment.

Key Competencies

• Service Delivery Management
• Technical Coordination (Fiber/Broadband/FTTH)
• SLA & Performance Monitoring
• Team Leadership & Mentorship
• Excellent Written & Verbal Communication

How to Apply

Are you ready to drive operational excellence Send your updated CV to:

Subject Line: Service Delivery Supervisor Lekki

Important Note: Only candidates with documented ISP experience will be considered. Shortlisted candidates will be contacted within Insert Timeframe e.g. 2 weeks.