This role is end to end management of the delivery functions for a specific number of defined customers within the global Managed Services customer base
The role will have matrix managed functions that are solely customer focused. This will ensure that the individual has all resources to deliver outcomes for customers
The role will ensure that SCD's are met, and also that customer expectations are understood for the key and important changes.
The role will be the customer advocate, and always looking at delivery "through the customers eyes"
Duties and Responsibilities :
The Service Delivery Manager role will involve but is not limited to
Knowledge "owner" of the customer base under management by this specific role
Ensure all staff working on the customer segment are fully knowledgeable, and have access to information
Take ownership of Service Delivery
Coach and mentor end to end of customer service
work close with the all delivery teams to ensure SCD’s are met, and CSAT is high
incident management of major service delivery issues that impact on customers
development of the root cause of underlying issues – internal or external – that are then developed into a proactive assessment of the incidents
change related detection and recording
investigation and diagnosis of the incident reports, and trend analysis for delivery
Customer relationships
Develop strong relationships internally with key delivery roles
Customers
Change Managers, MAC
IE, CDA
Provisioning
This is a customer facing role, and these relationships will determine the success of the individual
Key Performance Indicators :
Customer Satisfaction (CSAT).
SCD’s above 95%
RCA’s completed by supporting the Problem Managed function
Customer knowledge kept up to date and readily available online
Full knowledge (via tests) of the RGC processes.
installs success rate
QC first time pass
Contact with Others :
Internal
MAC Coordinators, Change Managers, Implementation Engineers, Documentation, Provisioning, Supplier Operations Management Team
External
Clients, Providers
For People Management Positions Only :
No of people directly supervised:
None
Total size of the team:
0
Qualification & Experience :
Educational / Academic Qualification
Essential:
Technical graduate
Desirable:
Professional Certifications / Additional Qualification
Essential:
Desirable:
Cisco CCNA
Experience(Min. years)
2 years within a Service Provider at either management/leadership level, or within high end customer service
Other Criteria(If not addressed above)
Good knowledge of general Networking and Telecoms
Candidate Specification:
The candidate will have more than 2 years experience in customer service or telecommunications
Total customer service experience should be 5 years
Confident presentation abilities.
Able to work to tight deadlines and produce solid work that is both correct and to a high standard
Able to demonstrate when required a sound level of understanding across a broad range of technical subjects and be able to apply this knowledge to customer’s specific requirements.
Highly self motivated and work well under pressure
Able to learn and adapt to new technologies.
Able to work well in a team environment but also on an individual basis to ensure tasks/actions are completed.
Experience in working is a service provider environment
Experience in working with multiple providers and technologies
Confident English written and verbal communication skills and experience discussing solutions with clients.
Experience in completing high quality documentation and reporting for internal and client use
proficient MS office (MS Word and Excel user)
Technical/Functional Skills: ( Use "E" to denote Essential and "D" for Desirable)
E - MS Word and Excel knowledge
E – ITIL knowledge
E – Customer centricity
E – Networking knowledge within a global environment
E – Networking or telecoms experience
E – Good understanding of TCP/IP
E - Experience of management and monitoring tools (SNMP based)
E - Experience with reporting tools
E - Working experience in a support role (level2/3) in a service provider environment
E – Ability to analyse data and transfer into a reporting package/with executive summary
E- Excellent understanding of QoS (Quality of Service) concepts
D - Working experience in an implementation engineering role in a service provider environment
D - Cisco CCNA certification
D – ITIL practitionerV3, or foundation V3
Competency & Behavioral Skills: ( Use "E" to denote Essential and "D" for Desirable)
E – Excellent customer service skills
E - Excellent English written and verbal communication skills
E - Ability to work under pressure
E - Ability to work to tight deadlines and produce good quality work
E – Able to multitask to manage multiple escalations
E - Sense of ownership to see things through to completion
E – Confident at presenting and talking to clients and vendors
E - Ability to learn new technologies quickly
E- willing and able to work shifts
D- ability to mentor and coach less experience staff
To apply for this position, please send your updated CV to careers@relianceglobalcom.com with “open position” in the subject line.
