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Phones - Service Delivery Manager
M-KOPAJob description
ROLE SUMMARY
The Service Delivery Manager will be part of a team overseeing and supporting the integrations process with M-KOPA’s core partners to enable smartphone device financing, this includes handset device manufacturers (OEM’s), telecom operators (Telcos) and payment partners. The role will project manage our service delivery requirements and help to build relationships with key partners to ensure swift delivery against commercial priorities.
SPECIFIC RESPONSIBILITIES
1.Manage and coordinate development projects to ensure timely delivery, within budgeted costs. As M-KOPA moves to new markets, the successful candidate will be required to travel to support the set-up of systems and solutions in-country, working closely with the in-market teams, and our strategic partners.
- Perform project planning activities to define key scope, project deliverables & work streams upfront.
- Review and ensure business requirements and, scope statements contain the required level of detail, and capture all edge cases so there is a minimal level of ambiguity, to allow the integration teams to correctly interpret the business needs
- Guide project execution through performing single point of contact duties, stakeholder management, coordinating project resources, and managing project deliverables
- Ensure project monitoring and controlling occurs through regular project performance reporting, scope, schedule and cost management, risk and issue tracking, and mitigation for in-flight projects
- Provide necessary feedback and communication to the key project stakeholders and ensure any project issues are escalated timeously to aid the resolution.
- Ensure project closure, including documentation of lessons learned, closure of contractual obligations and project accounts, and formal closure and sign-off for all completed projects.
- Ensure that full project documentation is drawn up and kept up to date. Documentation should be to the company standard, and to an appropriate level based on the complexity of integration
- Ensure that all project deliverables meet the company quality standards and the relevant deadlines
- Provide necessary feedback and reports on Telco Integration activities to relevant stakeholders, including weekly reports to the Senior Advisor, Technology
2.Support the building of strong relationships with M-KOPA’s handset manufacturer partners across their global and local market teams, for smooth working relationships to meet common goals.
- Report on agreed metrics to partners, including sales volumes and distribution points
- Input to partner technology roadmaps, with internal liaison to prioritize the features and improvements required for great customer experience and process efficiencies
- Project Manage roll-out of new features delivered by handset manufacturers, including testing and adoption by internal teams
- Ongoing relationship management & communication with handset manufacturers on all issues arising, to maximize the support & opportunities they provide in all our markets; this will be together with local M-KOPA Phones teams.
3.Support the building of strong relationships with M-KOPA’s telecom network provider partners across their global and local market teams, for smooth working relationships to meet common goals.
- Report on agreed metrics to partners, including sales volumes and customer service issues
- Identify new features and process improvements based on feedback obtained from partner Telco’s.
- Project Manage roll-out of initiatives agreed upon with telecom partners. Where required this will include liaison with M-KOPA's Product team and review of solution design and documentation
- Ongoing relationship management & communication with telecom partners on all issues arising, to maximize the support & opportunities they provide in all our markets; this will be together with local M-KOPA Phones teams.
EXPERIENCE AND SKILLS
- 4+ years in a related role
- Experience in the telecoms and technology partnership space preferred
- Great written & verbal communication
- Skill and ability to deliver presentations to partners and internal stakeholders.
- Project Management experience
- Relationship management experience
- Product management and testing experience a bonus
- Attention to detail
- An inquisitive mind - appreciates knowing what is going on across the business!
About M-KOPA
At M-KOPA, our aim is to increase access to life-improving technologies at huge scale. We do this through an innovative credit model – pay-as-you-go asset financing – of which M-KOPA was an early global pioneer. With offices in Nairobi, Kampala, Lagos, and London, M-KOPA serves over 1 million low-income households in Sub-Saharan Africa. Since its commercial launch in 2012, M-KOPA has made its name in off-grid solar power, providing customers with solar panels and solar-powered lights, televisions, radios, fridges, and more – this is often our customers' first access to electricity.
M-KOPA's affordable credit model can also be applied to assets beyond off-grid solar power, and in 2019, we began providing credit for smartphones, which enables our customers to move from feature phones to smartphones and improve their connectivity, communication, and information access. Today, smartphone financing is a rapidly growing business line – with enormous opportunities for innovation and increasing our customer impact.
M-KOPA currently employs over 1,000 full-time staff across its operating countries. We value progress, innovation, pragmatism, collaboration, and – most of all – our customers. We have been well recognised for our pioneering business model and scale.
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