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: ₦300,000 – ₦350,000 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 ground"—ensuring 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: B.Sc/HND in Computer Science, Engineering, or a related field.
• Certification: PMP, PRINCE2, or Technical Operations certifications are a significant plus.
• Experience: 3–5 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: [email protected]

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].