Service Delivery Manager


Salary: Competitive

Location: Bilthoven, Netherlands

Posted: 07 Jun 2019

Main Purpose of the Role

The Service Delivery Manager (SDM) will be responsible for the operational customer experience, including service delivery (On-boarding / Project Management) and In-life / Service management of global customers during the complete contract life-cycle, providing high quality service while exceeding customer expectations.

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 and proposing service improvement initiatives
  • Be the customer's escalation point for large or complex accounts
  • Understand the customer's 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 upselling opportunities in contracts and engage Sales

Skills and Experience Required

  • Excellent communicator
  • High attention to detail
  • Excellent time management (the ability to manage a busy work load)
  • Customer relationship management
  • Strong analytical, reasoning and organisational skills
  • Fluent in English and Dutch
  • Experience in Project Management and/or Service Management in a Service Delivery role
  • 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