Service Delivery Team Lead

Service & Operations

Salary: Competitive

Location: London, United Kingdom

Posted: 09 Aug 2019

Main purpose of the role

The Service Delivery Mgr. Team leader will lead and coordinate the in county SDM team acting as a local point of contact supporting actively the Service Delivery organization to reach its objectives  The SDM Team leader will be accountable  for the in-country Operational customer experience for the local SDM  accounts, including Service delivery (On-boarding / Project Management) and In-life / Service Improvement plans during the complete contract lifecycle including pre-sales  The Team Leader will poses demonstrated experience managing Large and complex accounts with a demonstrated track record of achievements. It is required a self-starter who is able to operate independently and senior enough to represent the country Service delivery across the local and Global organizations.

Key Responisbilities

Lead and coordinate the in country SDMs team with the key Service Delivery deliverables including:

  • Overseeing the On boarding of large or complex accounts with the use of Project management methodologies following the agreed company practices (PID, PM plan, communication plan, etc.) Managing the Customer In-life management / Life cycle journey making sure that all key processes including Service reviews and Service Improvement plans are performed on time and with the right quality
  • SDM Global process adherence making sure that the team is following the agreed processes from the company maintaining the consistency across the countries
  • Overseeing defined KPIs and metrics around customer incidences and NPS and defining improvement actions when needed
  • Coordination of local improvement initiatives as required by Region/Global • Arranging team meetings to communicate any change

Be a model for Continuous Service Improvement in the country

  • Supporting the improvement of the Service review processes and Service Improvement Plans (SIP) or any other in life process
  • Local coordination for complex service problems escalated by Customers
  • Arranging best practice sharing between the SDMs

Acting as a central point of contact towards other departments and Region/Global

  • Supporting other departments for customer related issues such as billing, collections, product, etc.
  • Maintaining regular contact with Customer services, Technical support, Service performance, Global Provisioning, Finance, Sales, etc. 

Supporting Region/Global to stablish a Global SDM practice including:

  • Participating in Sales meetings to introduce SDMs in the early stage of the BID
  • Overseeing accounts that are in the renewal stage following up with Sales and the SDMs until its signature
  • Work with Region/Global to define the SDM assignment
  • Identify potential up selling opportunities in contracts and engage Sales

Skills and Experience required

  • At least 5 years' experience in Service Delivery Management for large accounts in the Telecom market
  • Mobile Telecommunications industry experience: 3G/LTE, VAS, etc.
  • Mobile devices, iOS, BB, Android • Experience in billing processes and systems
  • Project Management for the Delivery of Telecommunication products
  • 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