Arrow Dropdown arrow Play

Service Delivery and Office Support Manager

Service & Operations

Salary: Competitive

Location: Bilthoven, Netherlands

Posted: 01 Nov 2018

Main purpose of the role

The Service Delivery and Office Support Manager (SDOSM) will have a combined role of managing the service of customers, and supporting the local office activities in The Netherlands

The SDOSM will support operational activities for Truphone Customers including service delivery (on boarding) and in life management

The SDOSM will be responsible for the operational customer experience, including service delivery (On-boarding / Project Management) and In-life / Service management during the complete contract life-cycle providing high quality service while exceeding customer expectations. In addition, he/she will be taking care of the office related tasks for the office in Bilthoven: organizing and coordinating administration activities and office procedures, making sure that all resources including suppliers, material resources, internal departments, etc. are being utilized efficiently and are under control.

Key responsibilities

On-Boarding of accounts / Project Management

  • Ensure customer requirements align with contract and it's execution
  • Align comms, resources and plans with customer counterparts
  • Use Project Management techniques to secure internal resources (PM, billing, device supply, networks, etc.) and so project manage the On-boarding
  • Handover from on-boarding into In-life Business As Usual

Life Cycle Journey / In-life management

  • Proactively drive the end to end customer experience and satisfaction as a customer advocate
  • Be the on-going relationship person for the whole account (not only one contract, one project or one product) on all post sales aspects
  • Hold regular Service review meetings proposing service improvement initiatives
  • Be the customer escalation point for large or complex accounts
  • Understand the customer organization, goals and how the customer sees Truphone
  • Work within Truphone's business objectives
  • Continuous Service Improvement Developing and implementing Service Improvement Plans (SIP) as needed Managing service problems raised by the Customer being able to make an initial assessment and leveraging available resources from the organization Secure Root Cause Analysis documentation as requested Communicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for Truphone.

Pre Sales

  • Work with Sales on the technical evaluation of bids and renewals
  • Use early warning techniques in the pre-sales phase to detect possible issues with coverage, devices, non-standard features, which may lead to problems during contract In-life
  • Present Service Delivery & Support models to customers
  • Manage Pilots and Trials
  • Identify potential up selling opportunities in contracts and engage Sales

Office and Supplier management

  • General Office Management support and coordination
  • First point of contact for Office Alarm, cleaners, other tenants and whatever happens
  • Manage supplier and lease contracts, invoices, reception/registration of invoices and support for receipting
  • Managing office and kitchen supplies
  • Facilities, waste management, healthy environment
  • Handling office mail and PO box
  • Coordinate local safety related procedures
  • Manage tasks with the local bank
  • Liaise between departments

Finance Support

  • Provide support to internal department and external agency with regards accounting requests
  • Support to billing and credit process

Skills and Experience required

  • Excellent communicator
  • High attention to detail
  • Excellent time management (the ability to manage a busy work load)
  • Financial understanding
  • Customer relationship management
  • Strong analytical, reasoning and organisational skills
  • Ability for Supplier Management
  • Ability for Contract Management
  • Fluent in English
  • Experience in Project Management and/or Service Management in a Service delivery role
  • Administrative/Service Support Environment
  • Mobile Telecommunications knowledge is a plus
Apply now

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

Apply now

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