Enterprise Service Delivery Specialist

At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In under four years, we have grown to serve over 10 million customers, with our network now reaching 55% of Ethiopia’s population, a testament to our bold vision and trusted partnerships.

Guided by core values such as customer obsession, innovation, integrity, and get it done together, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That’s why, for two consecutive years, we have proudly earned the Top Employer Award – in recognition of our unwavering commitment to fostering a supportive, innovative, and inclusive environment for people.

Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future.

Role purpose: The Enterprise Service Delivery Specialist will be responsible for supporting end-to-end Enterprise service delivery activities, including configuration of CPE routers, ONT, OLT, etc., dispatching surveys and installation activities to FSP on ITSM, field service partner (FSP) coordination, and communication with internal stakeholders. The role ensures smooth execution of survey and installation activities, timely follow-up, and efficient issue resolution to maintain service quality.

Responsibilities

Key accountabilities and decision ownership:

• Handle configuration of devices like ONT, OLT, CPE routers etc.
• Capture and consolidate daily survey and installation reports and share updates with the Delivery Manager for dispatch to Field Service Partners (FSPs).
• Collect and review survey and installation outcomes and take necessary actions in alignment with the Enterprise Service Delivery Manager.
• Track and follow up on dispatched cases until closure, ensuring timely resolution.
• Communicate case progress and status updates to respective Account Managers.
• Act as a liaison between Account Managers and FSPs during survey and deployment activities, facilitating issue resolution and escalating critical concerns to the Enterprise Service Delivery Manager when required.
• Maintain comprehensive records of cases from initiation to closure, enabling performance evaluation of FSPs.
• Support the Enterprise Service Delivery Manager and immediate supervisor with additional tasks and responsibilities as assigned.
• Manage Purchase Requests (PR), Purchase Orders (PO), and raise Inventory Requests (IR) as required.
• Ensure timely delivery of equipment to Field Service Partners (FSPs) and customers.
• Track, reconcile, and validate all dispatched equipment against delivery records to FSPs and customers.
• Proactively raise equipment IRs ahead of time to avoid service interruptions and ensure stable delivery of enterprise solutions.
• Maintain accurate inventory logs and update stakeholders on equipment status.
• Coordinate with warehouse, procurement, and logistics teams to ensure smooth dispatch and delivery processes.
• Escalate delivery delays or discrepancies to supervisors and propose corrective actions.
• Prepare periodic reports on equipment movements, usage, and performance of delivery timelines.
• Support Account Managers and Delivery Managers by providing visibility into equipment availability and deployment progress.
• Work closely with FSPs to resolve issues related to equipment shortages, damage, or incorrect deliveries.
• Assist the immediate supervisor with additional tasks and cross-functional initiatives as assigned.

Key performance indicator:

• SLA compliance rate of surveys in 48 hours and deliveries in 72 hours
• Speed of handling escalations
• Ability to maintain long-term clients
• Average time to complete requests
• Delivery of reports to stakeholders on schedule
• Degree of Adherence to Delivery Standards

Core competencies, knowledge and experience:

Business Competencies:

• Strong ability to manage enterprise clients and expectations
• Builds long-term relationships and trust
• Handles escalations professionally
• Understands customer business needs and aligns services accordingly
• Cost control and budget awareness
• Excellent verbal and written communication
• Coordinates across multiple teams (technical, commercial, vendors)
• Manages expectations clearly and professionally
• Strong reporting and presentation skills

Creativity and Innovation

• Identifies opportunities to improve service quality and efficiency
• Drives continuous improvement initiatives
• Encourages digital transformation within service delivery
• Applies insights to improve service performance
• Eliminates bottlenecks and redundancies
• Introduces new ideas to enhance customer experience
• Uses feedback to drive innovation
• Anticipates future customer needs

Business Know-how

• Understands different customer segments
• Ensures services are delivered as per agreement
• Aligns services with customer business priorities
• Identifies opportunities to add value or services
• Speaks both technical and business language
• Communicates performance clearly to stakeholders

Working with Change

• Quickly adjusts priorities based on business needs
• Encourages openness and resilience within the team
• Ensures minimal disruption to live services
• Coordinates with technical teams for smooth execution
• Tracks progress and resolves issues during transition

Project and Programme Management

• Defines project scope, objectives, and deliverables
• Develops detailed project plans, timelines, and milestones
• Allocates resources effectively (people, tools, budget)
• Tracks progress against plan and adjusts when needed
• Manages multiple related projects (programs) simultaneously
• Ensures alignment with business strategy and priorities
• Establishes governance structures (reviews, reporting, approvals)
• Coordinates dependencies across projects and teams

Functional Competencies:

• Manages end-to-end service delivery lifecycle
• Ensures SLA/KPI compliance and service quality
• Oversees service performance and availability
• Drives continuous service improvement
• Strong understanding of networking (fiber, wireless, IP)
• Knowledge of enterprise IT systems and cloud services
• Ability to interpret technical issues and coordinate resolution
• Supports service optimization and troubleshooting

Qualifications

Must have technical/professional qualifications:

• Bachelor’s degree in business administration, Information Technology, Telecommunications, or a related field (or equivalent work experience).
• 3-5 years of experience in service delivery, project coordination, or field operations support (preferably in telecom, IT services, or related industries).

Desired

• Strong organizational and time management skills with attention to detail.
• Excellent communication and interpersonal skills for cross-team collaboration.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Problem-solving mindset with the ability to escalate and manage issues effectively.
• Proficiency in MS Office (Excel, Word, PowerPoint, Outlook); experience with service management or ticketing tools is an advantage.

Skills Required:

• Computer / Software / It / Data
• Sales / Marketing / Business / Management