Job Description
Department: Operations
Reporting Line: Director, Operations
Job Objectives:
The Supplier Quality Service Manager will be responsible for managing and supervising the supplier
services in WIOCC. The SQSM will hold suppliers to account on the performances of their services
through rapid response to failures, clear escalation matrix and claiming rebates when service levels
are not achieved. SQSM will be the WIOCC champion to ensure suppliers deliver as promised for
WIOCC to achieve high levels of client satisfaction.
Key Duties & Responsibilities
• Manage the service desk process, oversee incident management and provide support to the
NOC
• Liaise with internal departments to monitor and report on key supplier service metrics and drive
improvements
• Manage suppliers SLAs and network improvement plans providing feedback to Client Service
Managers
• Assist in identifying problem areas within suppliers and supplier networks that will drive future
purchase plans
• Identify service concerns, issues, challenges and escalate to management
• Coordinate with QA Manager in process documentation, KPI management, auditing and follow
up within Networks
• Coordinate escalations to suppliers when necessary to ensure services are restored within the
shortest time to minimise client downtime
• Coordinate problem management with suppliers and provide feedback to Client Service
Managers
• Hold monthly service reviews, measuring and improving supplier performance, chair meetings,
maintain minutes, track, and ensure actions are completed
• Assist with creation of ad hoc reports as needed
Qualifications & Experience
• Bachelor’s degree in Telecommunications, Engineering, IT or related field
• ITIL qualifications for Service Management or equivalent
• Minimum 5 years’ experience in telecom industry including experience in service desk or
equivalent
• Knowledge of telecommunication systems including OTN, SDH and Data (Ethernet, IP/MPLS)
• Expert knowledge of at least one trouble ticket system, NetSuite desirable
• Good network diagnostic skills
• Excellent communications skills, including ability to listen to and summarise and concisely
• Ability to share key information with teams, produce reports, SLA processing and improvement
plans
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced
environment
• Effective written and verbal communications skills evidenced by work history and
accomplishments
• Strong analytical skills and able to collate and interpret data from various sources
• Willing to work on a 24/7 including nights, weekends and public holidays / on-call as required
Attributes
• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate, and flexible
• Personal excellence, accuracy, and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Excellent communication and negotiation skills
• Problem-solving aptitude with an ability to make sound judgement calls
• Excellent organisation and time management skills