Specialist Customer Delivery

Purpose:This role is responsible for the delivery of large and complex orders to Ooredoo's Business customers, ensuring that Ooredoo's commitments and the customers' satisfaction are met and exceeded. This role is needed to work with internal and external providers so as to meet the delivery deadlines, communicate with the customers and manage their expectations.Functional Context:Ooredoo’s Business BU is a critical part of the company’s first line customer facing activities for all Business Accounts and has a significant role to play in long term business value creation through product design, achievement of sales revenue, profit and customer satisfaction, as defined in the annual business plans. The department ensures that Ooredoo meets its customer experience targets and obligations in delivery of B2B services as per Ooredoo’s commercial commitments which are set out in customer contracts, SLA’s and by the telecom's regulator, avoiding any financial penalties but being accountable for any incurred. Undertake regular reviews of theCustomer Satisfaction results in order to initiative improvements. The team leads and directs the Delivery and Assurance of the Customer Experience strategy to achieve Ooredoo’s long-term technical, strategic, cost containment /reduction and customer satisfaction goals.Role Accountabilities:• Delivers large complex orders for Business customers either independently or as part of a Program, to time, cost and quality criteria.• Acts as a single point of contact with overall accountability for ensuring order fulfilment as per the committed timelines.• Produces detailed delivery plans, use planning and analysis techniques/tools to ensure the success of deliveries.• Communicates with customers to report on order fulfilment and involve relevant customer technical contacts and vendors asrequired by Technical teams.• Co-ordinates with internal and external service providers to track and ensure progress on order fulfilment.• Effectively monitors and controls the performance of all deliveries managed at any one time.• Ensures that plans are managed effectively, risk assessments carried out and appropriate corrective actions proactively managed.• Ensures that commercial and technical issues are proactively identified and effectively managed.• Reports regularly on progress against plan to all relevant stakeholders.• Escalates issues hindering progress and involve relevant stakeholders as required (including senior management intervention) to obtain resolution.• Administers of documentation and maintains up-to-date data in Ooredoo’s systems to ensure accurate and timely handover of information to internal and external delivery teams, customers and final handover to Service Assurance.• Orders and tracks specific delivery requirements from external vendors.• Works towards key delivery business metrics (KPIs) and targets.• Pro-actively develops and improves validation checks per service and the delivery process in general, supporting systems automation and process improvement projects.• Develops local processes and contribute to development of company-wide processes Critically review processes to provide continuous improvement.Minimum Entry Qualifications:Bachelor's Degree in Business Administration or Marketing or Engineering.Minimum Experience, Essential Knowledge & Skills:8 years' experience in a similar role. Experience in a technical Delivery environment preferably in the Telecommunications industry.