Technical Delivery Manager

TN Netherlands; Nieuwegein; On-site; EUR 50.000 - 90.000; Full time

Job summary

Een vooruitstrevend bedrijf zoekt een ervaren professional die als schakel fungeert tussen klanten en operationele diensten. In deze rol ben je verantwoordelijk voor het waarborgen van klanttevredenheid en het voldoen aan operationele service level agreements. Je ontwikkelt en onderhoudt klantrelaties, biedt technische ondersteuning en zorgt ervoor dat problemen snel worden opgelost. Met een sterke focus op klantenservice en technische expertise, speel je een cruciale rol in het succes van klantprojecten en de operationele efficiëntie. Dit is een geweldige kans voor iemand die graag in een dynamische omgeving werkt en impact wil maken.

Qualifications

• Minimaal 10 jaar ervaring met Avaya Unified Communications producten.
• Kennis van ITIL en ITSM, bij voorkeur met certificering.

Responsibilities

• Onderhouden van klantrelaties voor toegewezen accounts.
• Zorgen voor naleving van service level agreements.

Skills

Klantenservice

ITIL kennis

Probleemoplossing

Technische ondersteuning

Communicatievaardigheden

Education

ITIL Foundations certificering

10 jaar technische ervaring

Tools

MS Office

Avaya platformen

Job description

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The purpose of this role is to act as a liaison between Avaya Operations Services and customers to ensure customer satisfaction and to meet operational service level agreements based on contractual obligations. This person develops and maintains customer relations by being the operational focal point for APCS scope being delivered to the customer. This person should have a focus on customer service, an understanding of the company’s products, knowledge to be the focal point for ITIL core process, and the ability to leverage resources across different technical teams to expedite problem resolution. This position requires someone who can work independently to support multiple clients with complex configurations. With a strong technical understanding. This Role will require a detailed background check to be completed, a VOG (Verklaring Omtrent het Gedrag) and signature of a NDA.

Applicants should be a Dutch citizen or have a DigiD.

About the Responsibilities

• Establish a relationship with clients for assigned accounts
• Drive Technical Issues to Resolution
• Maintain awareness of all customer projects or changes
• Conduct customer and management briefings concerning operational decisions and scheduling requirements
• Partner on Billing Issues, Contract Requests, SOW issues, Up-sell opportunity, Entitlements
• Service level agreement compliance assurance and reporting
• Conduct operation reviews as defined in the contract
• Develop presentation materials as required for both customer-facing reports and internal leadership discussions
• Provide technical guidance and support to Avaya Customer on the Avaya platform
• Understand customer’s business needs and be able to formulate solutions
• Act as a point of escalation and assist in the resolution of technical issues
• Run performance and billing reporting on a minimum monthly basis
• Attend monthly service reviews with Avaya Customer and Avaya
• Assist in support of planned maintenance
• Resolve queries related to reports or system functionality
• Resource to undergo and pass security clearance as required by Avaya Customer prior to service start date

About You

EXPERIENCE:

• Security Clearance required
• Knowledge of ITIL and ITSM, prefer at least foundations certification
• Prefer experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes
• Proficient in MS Office applications (Excel, Word, PowerPoint)
• Prefer Telecom Experience
• Prefer working technical knowledge of Avaya platforms and capabilities (min 5 years)
• Previous experience in a customer facing role
• Previous experience in a technical role
• Ability to work across organizational boundaries to drive resolution
• Resource to undergo and pass security clearance as required by Avaya Customer prior to service start date

QUALIFICATIONS REQUIRED:

• At least 10 years of hands-on technical experience with Avaya Unified Communications products:
• Avaya Presence and UC Products
• Avaya Applications Enablement Services (AES)
• Deep understanding of the CC environment and business needs: Avaya CC: Avaya Oceana, Analytics, Avaya Experience Portal, Callback Assist, Control Manager, Avaya Aura Device Services, Avaya Workspaces, Avaya Aura CC Elite, Verint Call Recording, Verint Workforce Management, Verint Engagement Management
• Avaya infrastructure: Pod-Fx, VMware, cloud Data center services, networking infrastructure, 3rd party systems (F5 load-balancers)
• Understanding of networking concepts, topology and infrastructure
• Understanding of integration components
• Strong documentation skills (reports, Visio, action plans, updating technical and functional documents, etc.)