Desk Service Delivery Manager - German Speaking

Customer Service

Salary: Competitive

Location: Porto Salvo, Portugal

Posted: 04 Nov 2019

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

  • Fluent in German both written and verbal
  • Superb communication skills in English
  • Excellent communicator; able to build excellent rapport with customers
  • At least 2 years' experience in Project Management and/or Service Management in a Service delivery role
  • Mobile Telecommunications knowledge 3G/LTE, Services, products, etc.
  • Mobile devices knowledge, IOS, Android, Blackberry, etc.
  • Knowledge of billing processes and systems
  • 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