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Desk Service Delivery Manager


Salary: Competitive

Location: Porto Salvo, Portugal

Posted: 08 Jan 2019

Dutch Desk Based Service Delivery Manager

Main Purpose of the role

This is a Desk Service Delivery Manager (SDM) role in the mobile service provider industry responsible for the operational customer experience of medium to large or complex accounts, 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. He/She should have Mobile services experience, with strong external customers facing skills, customer services and project management. Require a self-starter who is able to operate independently and senior enough to represent Truphone on different customer facing situations.

Key Responsibilities

On-Boarding of new or existing 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 complex 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

Skills and experience required

  • At least 2 years' experience in Project Management and/or Service Management in a Service delivery role
  • Dutch language is required
  • Mobile Telecommunications knowledge 3G/LTE, Services, products, etc.
  • Mobile devices knowledge, IOS, Android, Blackberry, etc.
  • Knowledge of billing processes and systems
  • Excellent communicator; able to build excellent rapport with customers
  • Ability to understand customer requirements; ability to set/manage customer expectations and deliver on them
  • High attention to detail; ability to manage a busy work load; able to work independently; analytical, organisational skills

Apply now

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

Apply now

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