Service Delivery Lead – Telcommunications

TXO; Hanover (York County); Remote; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a Service Delivery Lead to ensure exceptional service delivery in telecommunications. This role involves managing customer relationships, driving performance management, and ensuring compliance with contractual obligations. You'll be responsible for identifying new service opportunities and improving overall service delivery. Join a forward-thinking organization that values sustainability and collaboration, where your contributions will help shape the future of telecom networks. If you are passionate about service excellence and have a track record in client engagement, this opportunity is perfect for you.

Benefits

Highly competitive salary package

401k plan

Career development opportunities

Qualifications

• Experience in telecommunications and service management is essential.
• Strong P&L management and vendor management skills required.

Responsibilities

• Drive service improvement and manage customer satisfaction effectively.
• Analyze service requirements and identify opportunities for improvement.
• Develop strong relationships with customers and internal teams.

Skills

Telecommunications knowledge

Service management experience

Client Engagement

Vendor management

Outsource contract management

P&L management

Stakeholder management

Negotiation skills

Education

Degree level education

Professional certifications (PMP, ITIL, SAFe)

Job description

Service Delivery Lead – Telecommunications

TXO Systems Hanover, United States of America Networks & Engineering Remote working

Company Description

TXO, a collective of four brands including MMX, Lynx, and TEQPORT, is a global leader in sustainable telecom network solutions. Our vision: to be the world’s local partner for sustainable telecom networks, drives our commitment to the circular economy. We offer a full range of services to extend the life of telecom networks, from sourcing nearly a million multi-vendor network parts to responsible decommissioning and network engineering. The business is one of the fastest growing companies in the UK and Ireland and also operates in the USA, Sweden, France, Germany, Australia, South Africa and Brazil.

Our approach not only saves costs but also reduces environmental impact. With advanced asset management and recovery solutions, we ensure maximum value and quality without compromising performance. Our expanded capabilities, bolstered by Lynx and TEQPORT, cover meticulous testing and restoration of equipment. In partnership with TowerBrook Delta, we’re dedicated to sustainable, efficient telecom network management, guided by our ‘circle of value’.

Position

Reporting to the Group CEO, the Service Delivery Lead will be responsible for fulfilling the contractual commitments with the customer, guaranteeing satisfaction for delivery outcomes, and accountable for driving aggressive performance management against delivery costs for the account or multiple accounts.

Metrics

• 100% compliance with contractual obligations and timely invoicing with zero disputes
• Revenue growth: identify and execute new service opportunities with existing clients
• High customer satisfaction (CSAT/NPS) scores
• Meet Account Revenue / AOP target (% & $)
• On-time and within-budget project delivery
• Improve Labour Pyramid Index (LPI)
• Achievement of SLA & KPI targets
• Meet cost savings target

Responsibilities

• Use regular service review and other meetings to review customers’ current business issues and demands
• Analyse the implications for service requirements, identifying opportunities for improvement, or cross-selling
• Develop relationships of openness and trust with customers and system integrators to allow a better understanding of their business and a shared understanding of any issues
• Pro-actively drive Service Improvement through the development and implementation of Service Development Plans
• Pro-actively seek to add value for the company and develop services in addition to existing services
• Take personal responsibility for driving major customer incidents/issues through to resolution, working closely with appropriate internal teams and delegating issues where necessary
• Understand the customer revenue and contribution, and the factors impacting service profitability
• Monitor service and other credits paid, billing disputes, aged debt, service changes requested, etc., to ensure all appropriate charges are raised and actions are taken to reduce late payment by customers and out payments to customers
• Proactively update customers on service performance and monitor their satisfaction during service implementation
• Measure and monitor service performance, including SLA measures, ensuring service reports are produced and delivered on the timescales agreed with the customer. Monitor all key performance indicators, including customer satisfaction and perceptions of service, and take action to prevent and address under-performance. Present service performance information through regular service reviews. Agree priorities and actions to be taken
• Develop strong internal networks with, and be an effective virtual team-member of, key internal departments: Sales, Provide, Assure, Finance and Billing
• Take a proactive role in the bid management process to develop an understanding of the customer’s business issues and service level expectations
• Articulate persuasively the TXO Group’s Service Proposition and build customer confidence by demonstrating why the company is best placed to be trusted with business-critical networks
• Work cohesively with Sales and Account Management as part of the bid management team
• Regularly analyse information on performance and client satisfaction data, and develop and implement Service Development Plans as appropriate

Skillset & Attributes

• Telecommunications & Service management knowledge/experience
• Managing Client Engagement
• Proficiency in vendor and third-party management
• Strong understanding of outsource contract management, business case models, P&L and budget experience
• Understand the breadth of products, solutions, and services and the resources that support delivery of the services
• Significant experience in service delivery in outsourcing/IT/Consulting
• P&L management - cost reduction and revenue management experience
• Ability to manage employees within diverse/virtual environments
• Strong stakeholder management, negotiation, and executive communication skills
• Negotiation and conflict management skills

Qualifications

• Educated to degree level or applicable industry experience
• Professional certifications such as PMP, ITIL Foundation V4, SAFe Agile

Other information

Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration, and inclusivity, that takes a genuine and proactive interest in your progress and development.

• Highly competitive salary package
• 401k plan
• Career development with growing company

Depending on the role or level of seniority, some employees may have additional benefits. If this applies to yourself, this will be outlined in your contract of employment and communicated with you during your HR induction.

Our top priorities are people, ethics, safety, and sustainability. With TXO Group brands, you are uniquely positioned to make a positive impact on global net-zero targets. The driving force behind reaching these goals is our greatest asset: you. Our people come first, and our strength is in our diversity. Because diversity leads to fresh perspectives that drives performance and innovation!