SERVICE DELIVERY SUPERVISOR
Industry: Telecommunications / Internet Service Provider (ISP)
Location: Lekki, Lagos, Nigeria
Employment Type: Full-Time
Department: Service Delivery / Operations
Reports To: Service Delivery Manager / Operations Manager
Salary: ₦300,000 Net Monthly
Experience Required: Minimum of 5 Years
Job Summary
We are seeking an experienced, organised, and results-driven Service Delivery Supervisor to oversee the service delivery team and coordinate field sales support, customer orders, internet installations, and service-related activities.
The successful candidate will supervise daily operations, monitor team performance, ensure timely processing of orders, and coordinate with sales, technical, and operations teams to minimise delays and maintain high service standards. The role also requires strong reporting skills, effective problem-solving, and the ability to supervise multiple installation projects simultaneously.
Key Responsibilities
- Supervise and coordinate the Service Delivery Team, ensuring effective scheduling, task allocation, documentation, and communication.
- Monitor daily service delivery activities to ensure customer orders, installations, and service requests are completed accurately and within agreed timelines.
- Coordinate with field sales personnel and technical teams to facilitate smooth service delivery and resolve operational challenges.
- Handle and resolve complaints from the sales team, identify solutions, and minimise delays affecting customers.
- Prepare, complete, and submit daily Service Delivery Sheets, ensuring accurate reporting of activities and outstanding requests.
- Monitor customer accounts to help prevent avoidable service disconnections and ensure timely escalation of account-related issues.
- Track installation projects, including scheduling, resource allocation, progress monitoring, and timely completion.
- Ensure the availability of required equipment, materials, and documentation for sales and installation activities.
- Keep sales representatives and customers informed of unforeseen delays, technical challenges, and changes to service delivery timelines.
- Maintain accurate electronic records of service requests, orders, installations, customer accounts, and operational activities.
- Prepare daily, weekly, and monthly reports analysing team performance, installation progress, pending orders, and service delivery outcomes.
- Identify operational gaps, monitor team productivity, and recommend improvements to service delivery processes.
- Ensure compliance with company procedures, customer service standards, and established operational targets.
- Provide guidance and support to team members, monitor performance, and promote accountability and continuous improvement.
Requirements and Qualifications
- Minimum of a BSc or HND in Computer Science, Information Technology, Telecommunications, Engineering, Business Administration, or a related field.
- At least five (5) years of relevant professional experience in service delivery, telecommunications operations, technical coordination, or a similar role.
- Demonstrated experience supervising a team, coordinating field activities, and managing service delivery operations.
- Good understanding of internet service delivery, installation processes, and basic networking or telecommunications concepts.
- Proven ability to coordinate and supervise multiple installation projects from scheduling through completion.
- Experience in order processing, customer account monitoring, service request tracking, and operational reporting.
- Strong working knowledge of Microsoft Office applications, particularly Excel, Word, and Outlook.
- Excellent organisational, planning, multitasking, and problem-solving skills.
- Strong written and verbal communication skills, with the ability to coordinate effectively across departments.
- Ability to analyse operational data, prepare performance reports, and identify areas for improvement.
- Strong leadership skills, attention to detail, and the ability to work effectively under pressure.
- Proficiency in English and the ability to maintain accurate operational records.
Ideal Candidate
The ideal candidate is a proactive and highly organised professional with strong supervisory experience in telecommunications, internet service provision, or a related technical service environment. They should be capable of managing a service delivery team, coordinating field installations, resolving operational bottlenecks, and ensuring that customer requests are completed within agreed timelines.
The successful candidate must demonstrate sound technical understanding, strong leadership and analytical skills, and the ability to manage multiple installation projects while maintaining accurate records and performance reports. A customer-focused mindset, accountability, and the ability to work collaboratively with sales and technical teams are essential.
How to Apply
Interested and qualified candidates should send their updated CV to [email protected], using Service Delivery Supervisor – Lekki as the subject of the email.
Only shortlisted candidates will be contacted.