Service Delivery Manager Job In London

About Our Client

This client is a UK provider of telecommunications.

Job Description

Supporting Service Management:

• Ensure the customers in-life experience is what they signed up for; with services delivering the desired outcomes and performing to contracted SLAs.
• Make sure all service support documentation/knowledge, is comprehensive, accurate and up-to-date, maintaining the level of service support required.
• Identify the relevant On-boarding requirements for new customers; agreeing and documenting a joint plan between the customer and internal stakeholders on which on-boarding modules need to be delivered.
• Demonstrate a strong sense of urgency in meeting customer needs.
• Liaise with the customer to provide regular monthly/quarterly plans on performance against SLA, forecasting for capacity and equipment to support revenue generation.
• Champion Service and Support in projects, developing a strong understanding of projects impacting your customers, ensuring service impact is always minimised and pre-agreed.
• Act as the interface between the customer and business support functions where necessary to provide timely responses and resolution to escalations and customer queries.

• Act as the interface between the customer and the technical organisation for Technical Deployment and rollout activities.
• Responsible for identifying customer training requirements and providing in-person training where required.
• Identify customer knowledge gaps, agree, and document a joint plan between relevant internal stakeholders and the customer to close gaps and upskill the customer supporting full adoption of all services.
• Promote an urgent response culture.
• Work to continually train and support customer competency, building confidence in services and their ability to deliver all desired outcomes.

• Develop a good understanding of the customers' business to help ensure best value out of the satellite network.
• Be a trusted advisor for your customers and an expert on what we offer.
• Able to confidently discuss and demonstrate the power of the network.
• Develop customer relationships that promote retention and loyalty working closely with customers to ensure they are satisfied with the services they receive, while quickly addressing any barriers/areasof dissatisfaction.
• Interpret customers' requirements to the Solution Architects and Product Delivery teams by communicating the customers' requirements and liaising with the customer where necessary to support the solution design.
• Work with virtual bid teams to support delivery of customer proposals and contracts when required.

The Successful Applicant

KEY SKILLS AND EXPERIENCE

Essential:

• Overall experience of 5-7 years with a minimum 3 years' experience in a Customer Service
• Management / Service Delivery role, preferably in the communications domain.
• Passionate about satellite technology and comfortable with technical lingo.
• Excellent customer facing/customer service skills with a passion for Service Improvement.
• A true team player who can work collaboratively with all levels across the organisation.
• Excellent People and relationship management skills.
• Able to multi-task, highly organised having demonstrated ability to prioritise when under pressure.
• Ability to travel on short notice for short term assignments. This is a customer-facing role that may require ad-hoc travel to customer locations, based on the needs of the business.
• Resourceful with a proactive approach and ability to work on own initiative when required.
• Self-motivation and able to take responsibility with a passion to learn.

• A relevant degree in engineering, telecommunications, or similar qualification.
• Relevant technical experience with VSAT and communications platforms.
• Training will also be provided as part of this role.
• Relevant work experience at a satellite operator or satellite service provider.
• Experience in ITIL (Certification)

What's on Offer

This role is offering up to £55,000 + 10% bonus and benefits.

This is a hybrid role - 2 days a week are required on site.

This role is seeking someone with exceptional communication skills and good understanding of Technical Service Delivery across the telecoms industry.