Detailed Description
Reporting to the Reporting to Lead - Fixed Delivery, the role holder will be responsible for estate access permits acquisition for accelerated fixed network coverage, vendor and partner performance management including Coordination, Quality Assurance and SLA (Service Level Agreement) compliance, performance management of all Fixed Technology partners and vendors.
Responsibilities
Acquire property entry access for fixed coverage, including FTTx, FWA, etc
Key liaison role between operations teams, the vendor and all the relevant stakeholders.
Assist with the development, improvement and governance of the fixed technology support contracts relevant to the various systems and solutions in the fixed space.
Help define, improve and monitor key contract deliverables as well as KPI's and SLA's to be measured during the life of the support contracts.
Generate and manage monthly all partner penalties and service credit agreements for non-adherence to SLAs, health and safety, code of conduct, contractual requisites and network deployment and maintenance stipulated quality standards.
Coordination and follow up with Supply Chain and Legal on contract formulation, approvals and sign-offs.
Support all contract transition activities including joint acceptance of the various hubs, sites, buildings and customer premise links.
Prepare justification documents for renewal or purchase of equipment and services when contract is due for expiry.
Initiation and drafting of the technical scope or requirements of new outsourced services contracts.
Continuously monitor and evaluate performance of all fixed technical vendors and partners for preventive as well as corrective/reactive maintenance activities against set KPIs and SLA whilst maintaining a weekly record and carrying out an analysis of the same.
Participate in regular Quality Assurance and Performance Audits of all service providers in all regions over all technologies and solutions.
Document and agree with service provider on ways to improve service quality and availability.
Identify key performance improvement requirements and timescales for delivery through continuous operational stakeholder meetings.
Ensure the service providers comply with Root Cause Analysis requirements on faults as required with consistent trending to identify and monitor repeat fault trends then work with the vendor to reduce and eliminate where possible.
Coordinate between all suppliers, key stakeholders and Safaricom operational teams when actions are required to improve and sustain performance.
Coordinate implementation of Improvement Plan for actions documented by the support partners.
Setting up, managing, documenting(reporting) and tracking regular quarterly or annual review meetings with suppliers, contractors, key stakeholders and the user teams to ensure smooth partnership.
Establish governance process for managing support services including governance review meetings to address contractual issues.
Coordinate spend of CAPEX/NOPEX per vendor, report to management on capital expenditure, monitor spending against approved budgets and forecasts.
Reporting to finance and liaising with operations team to justify any deviation from set targets.
Prepare annual forecast figures as may be required by Finance Team for both CAPEX and NOPEX spend.
Ensure the vendor is compliant with relevant Safaricom Health & Safety regulations
Qualifications
Degree in any Technical or related field.
2 years and above working experience in a technical role in operations and customer experience.
Experience in field service operations will be preferred.
ITIL and Project Management certifications will be an added advantage.
Previous experience with partner management, procurement and budgeting is an added advantage.