Description
Service Delivery Manager
Please note that this role is remote with 1 day per month on client site.
My client, a Global Telecom Service Provider is currently looking for a Service Delivery Manager for a long term role.
The ideal Service Delivery Manager will be doing the following:
Support the delivery of the Technical Support program to major accounts, or Global Technical Centre (TAC) where applicable.
Ensure follow-up and closure of critical problems with large strategic customers.
Use standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution.
Regularly interacts with the client's customer and internal teams in a coordinated fashion to ensure problem resolution.
Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, Net-meeting, video conferencing and other collaboration methods.
Co-ordinates root cause/operational analysis in conjunction with the engineers
Carries out reporting, SLA calculations and trending analysis.
Holds or contributes to Service Reviews with the customer.
Required Background
The successful Candidate must be a self-motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess strong communication and interpersonal skills:
Initiative taker and has the ability to work outside of process.
Experience in a support environment.
Work with Duty Managers and BU (Business Unit) Development Engineers (DEs) to review potential product or software defects and obtain fixes.
Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
Solid understanding of business processes and requirements in a support environment and in the customer's organisation.
Excellent written and verbal communication skills, across culture.
Ability to work successfully as a team member in a cross-functional Matrix environment.
Results driven and customer focus.
Commercial and contractual understanding is desirable, but not essential.
General understanding of networking technologies and services.
Educational Background Recommended
3+ years' minimum experience in a network engineering, customer service delivery or telecommunications support environment.
ITIL v3 Foundation and Service Operations are highly desirable.
Please note that this role is remote with 1 day per month on client site.