Senior Manager, Service Delivery Management

Frankfurt am Main, HESSEN | 3 Monate
Diese Position ist möglicherweise abgelaufen!

Jobübersicht


Arbeitsbeschreibung


INTRODUCTION

In the context of TATA Communications International’s [TC] business growing rapidly in the International regions and the leadership focus it requires to maintain high standards from both a continuity of service and service delivery standpoint, TC is seeking candidates for a Service Delivery Manager position.

The position will report to Regional Team Leaders within the respective region within the Global Customer Service & Operations group. The role requires availability and flexibility for business travel.

This Service Delivery Manager Job description has been expanded to include the specific requirements of the Client contract wherein the holder will be required to act as the owner for the end to end customer Service Delivery Management lifecycle

 

ROLE OVERVIEW

In this client facing role, the holder is responsible for service delivery management and developing long term growth on large, strategically important and/or complex contracts.

The candidate will be the ambassador for TCL CSO within the region and will at all times present a professional voice of the business to the customer and likewise, the voice of the customer to the business.

The Service Delivery Manager is the customer champion for all service expectations and contractual obligations for the assigned customer[s]. He or she will orchestrate Tata teams to meet or exceed customers’ expectations.  He or She is to oversee, track and manage on-time order deliveries throughout the lifecycle.

The Service Delivery Manager will operate and collaborate at a senior level across all lines of business and shared service departments.  Primary objective is to ensure “best in class” customer experience from the first engagement with TCL and continuously throughout the contract lifecycle.

 

The position is a primary interface within the region for the sales team and customers alike. This role works within a team that in turn works in partnership and contributes to Global Service Management, Regional Operational and Sales Management for strategic account planning, driving process improvement and leading post-sale interactions.

Key Objectives

  • Own the overall Operational and Delivery relationship with the Customer.
  • Contributes to the Service life cycle of the contract, managing stakeholders’ expectations.
  • Collaborate with the contracts manager (where one is present) and contribute to profitability agenda and ensuring that contractual commitments are met.
  • Own the TCL/Customer Governance
  • Ensure Customer satisfaction
  • Champion Customer experience

To assist the contracts manager in ensuring that the contract is in line with Tata Communications’ business, legal & financial guidelines & in case of deviations due approvals from the competent authority (as per DoP) in place.

In short to generate Customer loyalty by increasing Customer satisfaction and by building personal relationships at all levels. The ultimate goal being to become a ’Trusted Advisor’ to the customer

MAIN DUTIES AND RESPONSIBILITIES

  • To act as single point of contact for the customer in the pre and post sales phase, overlooking the complete service, delivery and commercial processes and optimising individual areas when needed in conjunction with the relevant functions
  • To assist the contracts manager (where one is assigned) in managing the contract profitability and to reduce operating cost to our customers and TCL by optimising third party and internal cost, improving service processes and ways of working where appropriate
  • To ensure agreed levels of service are delivered for our customers
  • To meet specific and agreed objectives on improvements in customer satisfaction
  • To work with the customer and the sales teams to identify the service requirements across all TCL products and services
  • To work with the account teams in protecting existing revenue streams and identifying opportunities for revenue improvement through increasing quality and development of service levels/scope
  • To maintain an overall customer service plan and contribute to account development planning incorporating the above points
  • To build and maintain relationships

Detailed Roles and responsibilities

  • Ensure that all services are successful delivered and remain live as required by the Client.
  • Understand P&L impact of decisions and financial reporting (as required) monthly.
  • Review product / service performance monthly;
  • Provide customer with service enhancement recommendations;
  • Conduct regular meetings with customers, establishing a full understanding of the customers business and drivers to map against current service requirements and future needs.
  • Investigate outages and manage the delivery of accurate RFO and RCA’s, ensuring full follow up on recommendations on corrective and service improvement plans;
  • Ensure all reported problems for customer are resolved in accordance with the contracted Service Level Agreements. (SLAs);
  • Take ownership on behalf of customer to manage service outages on an exception basis.
  • Own the effectiveness of assurance teams’ assessment and communication of the impact of planned maintenance activities.
  • Support Account Managers and pre-sales engineers on major bids, expansion of service, providing guidance on service delivery and performance expectations, and details of the current installed base.
  • Work with Account Managers to protect account revenue streams and the identification of new opportunities of revenue improvement stream.
  • Maintain documentation, relevant correspondence, customer service related documents and high-level network diagrams and information;
  • Provide customer training on web portal tools; fault management and escalations procedures;
  • Point of contact to liaise with customers and internal teams to resolve any billing issue or dispute;
  • Manage Change Management request activities, where the customer’s network may be impacted.
  • To identify and drive process improvements within the Service organisation.

SUMMARY OF QUALITICATIONS AND KNOWLEDGE REQUIREMENTS

  • College/University Degree in a relevant technical or IT field
  • Minimum 7 years working experience in a service position within the Telecommunications industry
  • Leadership, team and people management
  • Financial risk management
  • Business case understanding
  • Technical knowledge of high capacity international transmission platforms;
  • Technical knowledge of Data, IP, UCC, UBS, MHS, Cloud & XaaS
  • Experience with regional access providers, including Metro Ethernet and Wireless suppliers;
  • Background in telecommunication or IT/ISP industry is NOT mandatory;
  • Experience in project management techniques and process development;
  • Proficient in spoken and written English; Knowledge of a 2nd language is an asset
  • Familiar with order, inventory and fault management processes and tools;
  • Self-motivated team player, capable of decision-making, negotiating and problem solving;
  • Technical presentation and report writing skills, able to communicate effectively at all levels within an organization. Familiar with standard MS-Office applications.
  • Capability to work in a challenging cross-cultural environment
  • Strong trouble shooting and analytical skills
  • Works well part of multidisciplinary teams, which are expected to reach a common goal
  • Comfortable working for an International Organization composed of multiple cultures, language accents, different time zones and that on a day-to-day basis

SKILLS AND ATTRIBUTES

  • Communication skills both spoken and written - Knowledge of a 2nd language is an asset
  • Availability for travel within Region and occasional RoW
  • Strong Office 365 skills
  • Strong trouble shooting and analytical skills
  • Process, results and people oriented
  • Comfortable, confident and experienced in dealing with Senior, ‘C’ level customer contacts
  • Strong people management skills required for staff, customers and suppliers
  • Excellent presentation and communication skills such as will be required to create and preserve customer relationships
  • Works well under pressure and is at his/her best when facing service and operational challenges
  • Works well part of multidisciplinary teams, which are expected to reach a common goal
  • Comfortable working for an International Organization composed of multiple cultures, language accents, different time zones and that on a day-to-day basis
  • 24x7 availability in case of emergency, major outages, etc

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