Description
Ericsson Service Delivery Manager (SDM)
Networkers International client are urgently looking for highly experienced Service Delivery Manager (SDM) for a project based in Juba, South Sudan on a 6 month extendable contract.
Job Description:
- Lead a whole Team of Service Delivery Managers and Manage Customer Network Support Groups.
- Establishing CS Delivery Organization (teams, competences, tools, back to back agreements .etc) from Scratch.
- Lead big teams of multiple accounts/countries/units to realize synergies across countries and customers while ensuring quality.
- Do proper people leadership, & have senior capability in managing/driving change in a large, complex organization.
- Do proper forecasting and dimensioning of delivery capacity based on business needs as well as implementation of delivery processes.
- Manage SLAs between Customers and Ericsson by ensuring that all services are delivered as contracted.
- Provide feedback on delivery performance to the delivery organization within Ericsson.
- Ensure implementation (deployment) of software updates for our customer systems/networks.
- Manage warranty and service contracts from cost point of view.
- Monitor the financial performance of delivered services to ensure that intended cost level is maintained whilst securing SLA fulfilment and customer satisfaction.
- Follow up sales leads with Service Account Manager and/or Key Account Manager to increase the CS business.
- Ensure agreed processes and work instructions are implemented and used by the customer and Ericsson.
- Ensure proper criteria, directives & business sense is applied when project results is handed to service organization.
- Ensure that escalation procedure is followed and that expectations are managed in a professional manner.
- Effectively translate customer engagement/escalation needs into requirements on delivery and improvement plans.
- Manage Regular follow ups with customer Problems and secure timely closure for all their support requests
- Effectively translating customer engagement needs into requirements on delivery and operations.
Contact urgently for more details.