Service Delivery Officer - Reputable Company

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An International NGO in the WASH sector is recruiting a Service Delivery Officer to be based in Techiman. 

Team:  Sama Sama Operations

Reports to:  Head of Operations

Start Date:  3rd October 2022

Contract Type:  Contract Staff

Contract end date:  March 2023

Area of operation:  Techiman, Kintampo, Mampong, Ejura, Atebubu and other adjourning Suburbs within the operational areas

Reporting Relationship:

Reports directly to Head of Sama Sama Operations



General Job Description

Under the direct supervision of the Head of Operations, the Service Delivery Officer (SDO) will oversee all activities in relation to special product cost estimation and onboarding of TBOs into the service delivery space. The SDO will also be responsible for the quality of toilet deliveries including planning and organizing production schedules, forecasting resource requirements, estimating, timely delivery and on-field coaching and quality audits. The SDO role is a pivotal position ensuring quality assurance and an efficient customer experience.

Specific Duties and Responsibilities:

  • Oversees, refines, and improves all production processes.
  • Monitors, develops, and implements quality control and assurance strategies.
  • Promptly responds to all special product cost estimation requests for approval.
  • Identifies training needs and develops training models for tbo’s through
  • Responsible for onboarding and training new toilet businesses and facilitating periodic refresher training for existing TBOs.
  • Ensures that environmental, health and safety regulations are met.
  • Develops operation and routine maintenance schedules for TBOs.
  • Develops appropriate manuals for installation, usage, production, and fabrications.
  • Designs gender-sensitive products and services that fit into the WASH portfolio.
  • Supports the Head of Operations in all product improvement exercises and prototyping of a new product.
  • Develops a template to report on all environmental issues that emerge before, during and post-installation.
  • Any other duties as may be assigned within your capacity.


Required Skills or Experience

Requirement and Preferred Skills: 

  •  Degree in Mechanical, Civil or Process and Production Engineering from a recognized university.
  •  At least 5 years of work experience in product design and /or manufacturing.
  •  Experience working in rural areas and with rural communities is an asset.
  •  Knowledge of WASH and/or user-centred design methodologies is an asset.
  •  Presentation and facilitation skills.



  •  Ability to work and relate well with colleagues and stakeholders.
  •  Positive attitude, responsive and approachable.
  •  Ability to work under pressure while maintaining required performance standards.
  •  Ability to multitask and be a team player.
  •  Excellent spoken and written skills in English.
  •  Fluency in at least one Northern Language (compulsory).
  •  Holds a valid driving license and the capability to ride a motorbike.
  •  Proficiency in Microsoft Word and Excel.

Applicants MUST be based in Techiman.

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