Service Delivery Manager

This role is a crucial interface between Account Management and In-Life Service, wearing a technical hat to help our customers grow by driving value from their service, tracking customer health and looking for opportunities to highlight the impact they do for the business.

Client Details

This client is a UK provider of telecommunications.

Description

Supporting Service Management:

• Ensure the customers in-life experience is what they signed up for; with services delivering the desired outcomes and performing to contracted SLAs.
• Make sure all service support documentation/knowledge, is comprehensive, accurate and up-to-date, maintaining the level of service support required.
• Identify the relevant On-boarding requirements for new customers; agreeing and documenting a joint plan between the customer and internal stakeholders on which on-boarding modules need to be delivered.
• Demonstrate a strong sense of urgency in meeting customer needs.
• Liaise with the customer to provide regular monthly/quarterly plans on performance against SLA, forecasting for capacity and equipment to support revenue generation.
• Champion Service and Support in projects, developing a strong understanding of projects impacting your customers, ensuring service impact is always minimised and pre-agreed.
• Act as the interface between the customer and business support functions where necessary to provide timely responses and resolution to escalations and customer queries.

Technical:

• Act as the interface between the customer and the technical organisation for Technical Deployment and rollout activities.
• Responsible for identifying customer training requirements and providing in-person training where required.
• Identify customer knowledge gaps, agree, and document a joint plan between relevant internal stakeholders and the customer to close gaps and upskill the customer supporting full adoption of all services.
• Promote an urgent response culture.
• Work to continually train and support customer competency, building confidence in services and their ability to deliver all desired outcomes.

Supporting Business Growth

• Develop a good understanding of the customers' business to help ensure best value out of the satellite network.
• Be a trusted advisor for your customers and an expert on what we offer.
• Able to confidently discuss and demonstrate the power of the network.
• Develop customer relationships that promote retention and loyalty working closely with customers to ensure they are satisfied with the services they receive, while quickly addressing any barriers/areasof dissatisfaction.
• Interpret customers' requirements to the Solution Architects and Product Delivery teams by communicating the customers' requirements and liaising with the customer where necessary to support the solution design.
• Work with virtual bid teams to support delivery of customer proposals and contracts when required.

Profile

KEY SKILLS AND EXPERIENCE

Essential:

• Overall experience of 5-7 years with a minimum 3 years' experience in a Customer Service
• Management / Service Delivery role, preferably in the communications domain.
• Passionate about satellite technology and comfortable with technical lingo.
• Excellent customer facing/customer service skills with a passion for Service Improvement.
• A true team player who can work collaboratively with all levels across the organisation.
• Excellent People and relationship management skills.
• Able to multi-task, highly organised having demonstrated ability to prioritise when under pressure.
• Ability to travel on short notice for short term assignments. This is a customer-facing role that may require ad-hoc travel to customer locations, based on the needs of the business.
• Resourceful with a proactive approach and ability to work on own initiative when required.
• Self-motivation and able to take responsibility with a passion to learn.

Desirable:

• A relevant degree in engineering, telecommunications, or similar qualification.
• Relevant technical experience with VSAT and communications platforms.
• Training will also be provided as part of this role.
• Relevant work experience at a satellite operator or satellite service provider.
• Experience in ITIL (Certification)

Job Offer

This role is offering up to £55,000 + 10% bonus and benefits.

This is a hybrid role - 2 days a week are required on site.

This role is seeking someone with exceptional communication skills and good understanding of Technical Service Delivery across the telecoms industry.