Service Delivery Manager

As the liaison between the customer and technical support, you will track everyone and everything that touches the service process, driving improvements and ensuring excellence at every phase. With significant exposure both internally and externally, you will have the opportunity to make a difference in this stimulating role.

Responsibilities:

1. Builds a good relationship with customer's operational team(s), up to Manager/Director level executives.
2. Acts as a single point of contact for escalation and operational concerns for assigned customers.
3. Provides reporting on the open service requests and RMA (HW replacements).
4. Identifies and works proactively on issues to improve customer satisfaction.
5. Takes part in Quarterly Business Review meetings and provides trending and gap analysis.
6. Understands customers' business requirements and aligns to organization solutions.
7. Plans, manages and works closely with organization technical resources in delivering Expert Care (Day 2 Support) services/deliverables to customers.

Key requirements:

1. Candidate must be a self-motivated individual that is dedicated to exceeding client expectations, willing to contribute to team efforts, and must possess strong communication and interpersonal skills.
2. Good command of English.
3. Good understanding of the processes, procedures and systems used to accomplish the work and in-depth familiarity with the broader underlying concepts in IP Transport network products/solutions in telco service provider environment.
4. Demonstrated drive for continuous learning, results-orientation, and teamwork.
5. Professional & concise communication (written & verbal).
6. Performs well under pressure and in disruptive environments where priorities can change in response to customer demand.
7. Executive level communications tailored to unique situations.
8. Excellent working relationships with other customer service organizations within the organization and with appropriate business units.
9. Ability to formulate and deliver presentations.

Nice to have:

1. Certifications: ITIL v.4, CCNA.
2. Incident Manager/Service Manager background.
3. Bachelors with 5-7 years of relevant work experience.