Service Delivery Manager x 2 Telecoms - Our Vacancies Ltd - London

Job description

This growing Telecoms company that has award winning mobile products has 2 opportunities for Service Delivery Managers to be based in their London offices. The Service Delivery Manager (SDM) will be responsible for the complete operational Customer care, including service delivery and continual management of their Global Network Services to their B2B Customers. The SDM will work closely with the Global Customer Service and Sales Teams to ensure that the on boarding experience is first class. The SDM is also responsible for on-going Service support, producing regular Customer Service Reviews and developing Service Improvement Plans. The SDM shall possess an excellent aptitude for project management with Customer facing and organisational skills.

Key Responsibilities:

The SDM must be able to see the big picture, understand the business priorities and the technology landscape. The SDM must communicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for the company and provide an overall excellent customer experience.

Pre-Sales Support:-

Support the Sales Team by attending customer meetings to discuss their Service Delivery and on-going support
Providing customised presentation materials for Customer meetings

Customer On-Boarding / Project Management:-

Project Initiation and Project Planning with the Customer
Managing the customer requirements, deployment details, and rollout schedule
Device management
Providing assistance to the Customer during the deployment phase and oversee porting
Providing billing overview to the Customer and manage the resolution of any billing queries
Handover from on-boarding into Business As Usual
Continuous Service improvement

On-going Customer Relationship and Service:-

Maintaining and enhancing the Customer relationship
Compiling and presenting the Quarterly/Monthly Service Pack to the Customer
Developing and implementing Service Improvement Plans (SIP) as needed
Managing service issues raised by the Customer
Providing Root Cause Analysis documentation for P1 outages as requested

Identifying Up Selling Opportunities:-

Identifying potential Up Selling opportunities and engage Sales

Skills and experience required:

The successful candidate must be a self-starter with good knowledge of customer services and service support areas and have a solid track record of excellent performance. You will take pride in working with customers face to face and delivering a service to exceed their expectations. The candidate will be able to multitask many items with several different customers. They will be flexible and able to change gear quickly to take care of the highest priority. The candidate will also be able to easily adapt to change in the business.

Previous Experience:

At least 3 years customer facing experience
Worked in an Administrative/Service Support Environment
Mobile Telecommunications experience desirable
Qualified with either post graduate professional experience or 3+ years corporate experience

Core Skills:

High attention to detail
Ability to balance and resolve conflicts of interest
Excellent time management (the ability to manage a busy work load)
Advanced knowledge of MS Office software: Excel, Word, and Office.
To be able to work independently with minimal supervision.
Billing process and systems experience
Customer relationship management experience
Strong analytical, reasoning and organisational skills
Ability to maintain the confidentiality of information

Core Qualities:

Project management

Ability to work across cross-functional and cultural boundaries to deliver service and change
Ability to manage global product deployments within their Zone

Relationship management

Excellent ability to manage relationships both remotely and in person,
Ability to set/manage customer expectations and deliver on them
Ability to understand customer requirements to ensure they are translated into technical delivery

Communication

Operate with the highest levels of communication skills, converse professionally and with empathy with an emphasis on owning and solving customer issues whilst building excellent rapport to ensure the customer experience is maximised.