Service Delivery Manager

Operations

Salary: Competitive

Location: Mong Kok, Hong Kong

Posted: 07 Oct 2019

Main Purpose of the Role

The Service Delivery Manager (SDM) will be responsible for the delivery and on-going management of Truphone Global Network Services to Truphone Mobile Recording Customers.

The successful candidate must be a self-starter with good knowledge of the telecoms sector, customer services and service support areas and have a solid track record of excellent performance. The SDM will need to possess excellent customer facing and organisational skills.

Key Responsibilities

The SDM responsibilities include:

  • Maintaining the customer relationship
  • Assisting with the fulfilment and distribution of equipment (SIM cards and devices)
  • Device management
  • Compiling data for monthly management packs for the customer
  • Developing and implementing Service Improvement Plans (SIP)
  • Managing technical service issues raised by the customer
  • Assisting with billing inquiries and issues
  • Continuous service improvement

The SDM must be able to see the "big picture" and understand the business priorities and technology landscape. The SDM must communicate confidently to build trust with the customer whilst always driving quality and value for Truphone.

Core Skills

  • Excellent communicator
  • Ability to balance and resolve conflicts of interest
  • Excellent time management
  • Project Management
  • Advanced knowledge of MS Office software: Excel, Word, and Office.
  • Knowledge of Salesforce.com
  • Able to work independently.
  • Customer relationship management knowledge
  • Strong analytical, reasoning and organisational skills
  • Ability to maintain the confidentiality of information
  • Excellent IT, Telecommunications and Product Development knowledge and experience
  • Mobile Telecommunications industry experience: 3G/LTE, VAS, etc.
  • Mobile devices, iOS, BB, Android
  • Billing processes and systems
  • Fluent in English, Cantonese, and Japanese

Core Qualities

  • Relationship management
    • Excellent ability to manage relationships, expectations (and define service levels), and to understand requirements of business and customer to ensure they are translated into technical delivery.
  • Communication
    • Excellent communication, reporting and interpersonal skills with all levels of personnel both internally and externally

Previous Experience in:

  • Administrative/Customer Service Support Environment
  • Qualified with 5+ years corporate experience or post graduate professional experience in related industries
Apply now

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

Apply now

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