Service Delivery Manager
1 week ago
Here at Three, we've done things differently since day one.
We take the script and rip it up, we're a big-hearted energetic bunch, striving for a better-connected life.
The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive.
Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen.
We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a supercharged and rich learning environment.
We want you to become the best version of yourself.
Join us as a Service Delivery Manager The Service Delivery Manager plays an important role in helping their customers achieve their business goals by acting as the intermediary between the customer and the business.
Assisting in the implementation of state-of-the-art services and ensuring an excellent customer experience.
As a senior customer-facing specialist, your primary purpose is to provide centrally managed and dedicated support to our strategic business customers.
Your key objective is to provide an unparalleled customer experience by seeking to continuously improve and simplify how we interact and support our business customers.
This position requires excellent communication and influencing skills with the ability to interact across all levels of the business.
This position will form an integral part of the business sales operations team.
What else it involves Responsible for the continuous improvement & simplification of all customer-facing processes within the business team.Act as a focal point for Business for all major customer incidents and liaise with peers in the Business relationship & demand management team to resolve with agreed SLA framework.
Communication of "service impact reports".Ensure all accounts receive the support they require through corporate sales, strategic care, ICT & the technical services desk.Provide dedicated support coupled with the rollout of the services across allocated accounts.Identifying sales & revenue opportunities on the account and feedback to ICT & account management as appropriate.Co-ordination and preparation of customer quarterly review packs.Attend customer meetings as scheduled or deemed necessary.Provide point of escalation for all hardware supply related matters.Responsible for the proactive development of solutions to maximise issue prevention for customers.Drive initiatives designed to improve customer experience & increase revenue.
These will be both internal and customer-facing e.g.
enhancement of online capabilities, large porting projects, wireless leased lines, fixed installations, Managed WAN, Unified Communications etc.Promote the use of the online hardware management tool.
Lead & drive on the customer configuration steps.Responsible for managing partners and vendors during in-life service.The skills we're looking for Previous experience in a senior customer-facing role within the Telecoms industry.Experience in technologies such as Unified Communications & Managed WAN would be a distinct advantage.Demonstrate an understanding & proficiency in all aspects of product management.Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.Ability to change & drive engagements from a multi-product perspective, ranging from mobile, fixed, wireless leased lines, managed WAN, Unified Communications, CPN and IoT.Should have strong influencing & interpersonal skills, with the ability to foster relationships within the business and with the customer.Demonstrate a complete customer-centric approach.Excellent presentation and communication skills.Proven team player in working with one's peers to ensure delivery of optimal customer experience.Well organised and detail-oriented.Strong desire to learn and work in a fast-paced, changing environment.Full, clean driver license required.Technical Skills Needed Advanced Excel reporting skills.Advanced PowerPoint, Word and Visio.Experience with Salesforce and Remedy.Project Management – PRINCE or PMI desirable.ITIL Foundation mandatory.
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