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London - Onsite Service Delivery Manager

Service & Operations

Salary: Competitive

Location: London, United Kingdom

Posted: 22 Feb 2018

Purpose of the Role

Focus on service delivery management to a complex customer with multiple lines of business.   The incumbent will be based at the customer's premises.    The individual would actively manage all requests arising from the customer, triage and trouble shoot technical service issues, and coordinate with the wider Truphone support team on requests/issues that require broader support.      They would have key responsibility for keeping the customer informed of all progress and updating their systems where necessary.

 

Key Responsibilities

Customer Lifecycle Management

  • Provisioning of users onto Truphone services & products;
  • Utilisation of customer tools and systems to keep customer updated on any outstanding requests via and in response to customer escalations in line with customer policies.
  • Coordination of new device requests and Apple care for resolution of end user's device issues.
  • Management and service provision of the highest level for VIP users.
  • Initial troubleshooting and triaging of service issues including support of Service Delivery Managers in service reviews and Service Improvement Plans.
  • Support for coverage issues including floor walks, and specific site visits and management and deployment of any in-building solution.
  • Manage any amendments required to the customers inventory and accounts.
  • The Service Desk Manager must communicate with professionalism and confidence with customers while driving quality and value for Truphone

 

Skills and Experience Required

  • Exceptional customer service and time management skills with the ability to multi-task.
  • Track record for delivering excellent results in a timely fashion.
  • Exceptional communication skills, ability to build excellent rapport with customers.
  • At least 5 years' experience in Service Desk or Service Delivery Management.
  • Administrative/Service Support/Operations Support in the telco sector including customer relationship.
  • Mobile Telecommunications industry experience helpful.
  • Key competencies: high attention to detail; ability to manage a busy work load; able to work independently; strong analytical, reasoning and organisational skills.
  • Confident knowledge of MS Office software.
  • Ability to understand customer requirements to ensure they are translated into technical delivery; ability to set/manage customer expectations and deliver within SLAs.
  • Proven and effective collaboration skills, with the ability to work effectively with others through conflicting pressures and priorities while resolving complex issues.

 

Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties