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Kampala, Uganda



December 7, 2023 at 2:00:00 PM

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About the Organisation

True North Ltd started operations in 2008 under the name Efrivo Services Ltd as an IT & Management consultancy services company. In June 2011, it rebranded under the trade name True North Consult Ltd to reflect its current focus on People Management Advisory Services.
We are proud to be the only people management consultancy in Uganda that is run by qualified Human Resource Management Professionals.

Our niche is in the provision of bespoke management services to organizations of all sizes. The company has a network of over 15 consulting partners with over 10 years hands-on experience in their respective areas of expertise.

Because we are small, every customer is big, therefore you are guaranteed dedicated effort and service from highly qualified and experienced resources.

Job Title

Service Delivery Manager job at True North Consult Ltd

Job Description

The Manager, Service Delivery will manage and provide technical guidance of on-site maintenance expertise in support of field activities, create a stable workforce environment through developing consistent technical management practices, and providing guidance and leadership to resolve issues within their assigned regions. The incumbent acts as a coach to their teams on all technical and non-technical, operational, vendor or people management.

Duties and Responsibilities


  • Provides leadership and direction to Service Delivery Supervisors by providing day-to-day guidance. Makes project allocations or coordinates with SM O&M, Operations to make assignments; ensures projects are adequately staffed and talent is equitably shared between projects to maximize productivity.

  • Monitors and coordinates operational Key Performance Indicators (KPI’s) including fuel reduction, GHG KPIs and Customer Uptime KPIs

  • Performs job coordination and planning functions such as reviewing schedules to identify job intervals, addressing material issues, evaluating skill requirements, assessing resource requirements versus availability, approving quality plans, assisting with site surveys, coordinating job/customer visits, working with customer, etc.

  • Manages all operational reporting and escalations to management within their regions.

  • Supports cross departmental queries and escalations.

  • Drive the processes and engagement to mitigate impact of site access issues.

  • Develops a tracker for activities/projects for effective monitoring & controlling.

  • Directs employees relative to performance, annual reviews, company policies and procedures to develop them.

  • Thorough knowledge Health and Safety legislation.

  • Relationship Management with strategic 3rd party suppliers and Vendors.

  • Approve and Monitor expenditure on both Capex and Opex for the SDM region

  • Ensure strict adherence to policies and procedures of ATC.

  • Manage and ensure conformance to the Quality processes and systems.

  • Manage operational and maintenance activities to achieve targeted network quality objectives. Ensure SMPMS Vendor contracts and payments are managed well

  • The service delivery manager works with the technical support team to innovate and assess asset Improvement and replacement requirements for all of ATC’s passive infrastructure.

  • The employee shall comply with the provisions of health, safety, and environment legislation in Uganda, and shall also comply with ATC Uganda’s policies and procedures including occupational health and safety and wellness policies, and any modifications to any policy that may be introduced from time to time.

  • All employees must live ATCs Core Principles and work proactively in a customer-related way in accordance with adopted procedures and best practice.

  • To work co-operatively with colleagues and external stakeholders to promote ATC Uganda’s overall business objectives.

  • To ensure that confidentiality is respected and always maintained.

  • To perform any other duty as directed by line management.

Qualifications and Competencies

Qualifications and Requirements required:

  • Degree in Telecom/Civil/Electrical Engineering or related course.

  • 9+ years’ experience in Telecommunications site operations.

  • Previous supervisory experience preferred.

  • Analytical ability to determine user problems and recommend solutions.

  • Proven knowledge and ability to analyze and solve complex logical problems

  • Ability to manage projects, ensuring that projects are clearly defined, systematically executed, and results oriented.

  • The Manager, Service Delivery must be experienced in ensuring safe work practices and maintaining effective communications with team members and vendors.

  • Adherence to Project Management best practices, processes, and standards within the organization are required.

  • Established skills to coach and mentor less experienced Telecom Engineers.

  • Current working knowledge of Microsoft Windows operating system software.

  • Capable of delivering appropriate and timely feedback to senior team members and management as required.

  • Must be highly numerate and analytical.

  • Strong relationship-development skills resulting in long term mutually beneficial client relationships.

  • Strong organization, planning, and project management skills; ability to prioritize tasks for both self and team to meet business requirements and deadlines.

  • Strong leadership skills: Ability to drive and motivate team to achieve results within the department.

  • Ability to work in a time-sensitive and high-volume environment.

  • Ability to drive work both independently toward the successful attainment of department goals and project completion dates, and as part of a team to leverage input and knowledge base of others within the company in providing well rounded and thoughtful information and solutions.

  • Ability to identify key contacts for follow up;

How to Apply

To apply, please send your resume and cover letter to with subject line Service Delivery Manager before 7th December 2023.

Apply Now


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