The Service Delivery Officer role is crucial for ensuring the smooth operation and growth of water services across assigned systems. eWATERservices is committed to providing a sustainable solution to the global water crisis by fully integrating three technologies: Mobile money, Internet of Things (IoT), and NFC to deliver clean, low-cost, 24/7 accessible water throughout the developing world. eWATER’s proprietary patented technology platform ensures transparent and accountable collection of user fees.
This position holds accountability for both system uptime and overall water usage, requiring strong field management, technical coordination, and deep community engagement.
Key Responsibilities
Service Performance & Usage Growth
- Own end-to-end water system performance across assigned systems, with accountability for both system uptime and water usage.
- Manage and support O&M technicians, ensuring effective maintenance, customer engagement, rapid issue resolution, and consistent performance of water systems.
- Translate customer registrations into regular, sustained water usage through targeted community engagement, follow-up, and local interventions.
- Design, run, and evaluate field trials and promotional initiatives (e.g., messaging, pricing, or engagement approaches) to improve usage and service uptake.
- Use system uptime, usage data, and field insights to prioritize actions, identify risks early, and implement or recommend corrective measures.
Community Engagement & Customer Insights
- Act as the primary engagement lead with communities, customers, local leaders, and relevant stakeholders.
- Gather and report structured feedback on customer experience, community sentiment, competitor activity, and emerging risks.
- Drive customer communication initiatives, including mass SMS campaigns and on-the-ground sensitization.
- Ensure community issues are identified early, escalated appropriately, and resolved quickly.
Monitoring, Reporting & Learning
- Track and report on usage, engagement activity, and intervention outcomes.
- Maintain accurate field records and contribute to regional and organizational learning.
- Share insights with programme, operations, and leadership teams to improve service design and delivery.
Skills and Experience Required
Required Qualifications and Experience:
- BA/BSc/HND qualification.
- Experience delivering community-based or field-led programmes or services.
- Experience engaging directly with communities, customers, or public stakeholders.
- Experience coordinating or supervising field-based teams.
Required Skills:
- Strong communication skills and confidence engaging in diverse community settings.
- Ability to work with basic data and performance metrics to guide decisions.
- Highly organized, proactive, and comfortable working independently in the field.
