Engineer Service Delivery

HCS Affiliates Group is a human resources and management consultancy organization headquartered in Nairobi, Kenya, providing comprehensive HR and management solutions.

The Service Delivery Engineer will be responsible for the technical project management of new implementations, ensuring they adhere to design standards, KPIs, timelines, quality, and budget. This includes handling escalations related to implementation delays and feasibility. The role also involves managing contractors to ensure work is completed within specified timeframes, quality, and budget, including supervising and inspecting on-site work and verifying invoices. The engineer will coordinate all implementation requirements from feasibility to handover, conduct feasibility studies for business units, and provide cost-effective solutions. They will participate in GO NO GO sessions, offer technical input for RFQs, and support innovation during Proof of Concepts. Collaboration with other Technology teams and Pre-Sales/Solution architects to design and sign off solutions for new customers is also key. The role requires maintaining a technology implementation buffer stock for timely material delivery, preparing progress reports, and documenting all customer setups and handover documents. Expected outputs include achieving 95% KPI for feasibility and implementation, 95% contractor management effectiveness, 95% quality, time, and budget adherence, 90% update provision on ongoing work, and 100% use of assigned tools.

1. Manage technical projects for new implementations, ensuring adherence to design, standards, KPIs, time, quality, and budget.
2. Address and resolve escalations arising from implementation delays and feasibility issues.
3. Oversee contractors to ensure assigned work meets specified timelines, quality, and budget, including regional team supervision and invoice verification.
4. Coordinate all end-to-end implementation requirements within the Technology Division, from feasibility to handover.
5. Conduct feasibility studies for assigned business units within agreed SLAs, proposing cost-effective and practical solutions.
6. Participate in GO NO GO sessions to evaluate business tenders and provide strategic advice.
7. Offer technical input for customer RFQs and support innovation during Proof of Concepts (POCs).
8. Collaborate with other Technology teams and Pre-Sales/Solution architects to design and approve solutions for new customers.
9. Act as a primary contact for assigned regions regarding feasibility and implementation matters.
10. Manage a technology implementation buffer stock to ensure timely material delivery for assigned business units.
11. Prepare reports on achievements against targets and recommend improvements based on project outcomes (surveys and implementations).
12. Document all customer setups and share handover documents with relevant business units and support teams upon implementation completion.
13. Maintain an inventory of all new customer implementations within the assigned region, including Radio, Fiber, FTTG, and FTTB deployments, for monitoring and SLA management.

1. Hold a Diploma or University degree in IT, Computer Science, Electrical & Electronics Engineering, Telecommunications, or Computer Engineering.
2. Possess relevant certifications such as Project Management Professional (PMP) or CCNA.
3. Candidates with SDWAN knowledge or experience are highly preferred.
4. Proficient in MS Office suite for data analysis and presentation.
5. Have three to four years of work experience in a telecommunication company, managing small and large implementation projects.
6. Demonstrated experience in managing contractors and suppliers.
7. Possess routing and switching experience.
8. Experience in managing expectations of Enterprise & Wholesale customers.
9. Strong technical knowledge of Telkom Kenya products and network.
10. Extensive knowledge of telecommunications network types, design, and operations.
11. Excellent communication, planning, and organizing skills.
12. Ability to work effectively in a team and be results-oriented.
13. Proactive approach with the ability to multitask in a high-pressure, time-critical environment.
14. Confident in customer engagement, both face-to-face and indirect.
15. Aptitude for quickly learning new technologies through self-study.
16. Strong problem-solving, troubleshooting, and analytical thinking skills.