Service Delivery and Operations Support Manager

Operations

Salary: Competitive

Location: Paris, France

Posted: 11 May 2019

Main Purpose of the Role

The Service Delivery and Operations Support Manager (SDOSM) will have a combined role of managing the service of relevant Global/Local customers and supporting the Operations in the country.

The SDOSM will be responsible for the complete operational contract life-cycle, including Presales, on boarding, and in life management of the Truphone designated customers. In addition, he/she will provide local operational support for the in-country Service operations and local office making sure that all resources are being utilized efficiently and are aligned to the company's strategy

Key Responsibilities

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

On-Boarding of accounts / Project Management

  • Ensure customer requirements align with contract and its execution
  • Align comms, resources and plans with customer counterparts
  • Use Project Management techniques to secure internal resources and manage the On-boarding (Roll out plan, Communication, Order management, provisioning, porting, billing, device supply, etc.)
  • Transition 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
  • 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
  • Support to billing and credit process
  • Be the customer escalation point for large or complex accounts
  • Understand the customer organization, goals and how the customer sees Truphone
  • Continuous Service Improvement Developing and implementing Service Improvement Plans (SIP) as needed Managing service escalations raised by the Customers

General In-country Operational Support

  • Provide support for the Service launch and later launch of new services
  • Local service testing when required and be the contact person for MNOs test sims and any service monitoring tool to be used
  • Provide translations to local language when required by other departments
  • Act as a central point of contact for operational topics from French telecom bodies such as EGP, ARCEP, etc.

Office and Supplier management support

  • Local office support and operational coordination
  • Support for supplier contracts, reception/registration of invoices
  • Local logistics: Manage SIM, handset orders and stock levels
  • Provide support to internal departments with regards supplier requests

Skills and knowledge required

  • Excellent communicator
  • High attention to detail
  • Excellent time management (the ability to manage a busy work load)
  • Strong analytical, reasoning and organizational skills
  • Financial understanding
  • Customer relationship management
  • Project Management and/or Service Management ITIL, Prince 2, PMP, etc
  • Ability to understand customer requirements to ensure they are translated into technical delivery
  • Ability for Supplier/Contract management
  • Telecommunication networks and services knowledge
  • French mother tongue and fluent in English

Previous Experience in:

  • Operations Management in the telco sector
  • At least 3 years in Service Delivery Management
  • Experience in Project Management and/or Service Management in a Service delivery role in the telecom sector
  • Administrative/Service Support Environment
  • Qualified with either post graduate professional experience or 5+ years corporate experience
  • French telecommunications market experience
Apply now

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

Apply now

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