Service Delivery Manager

il y a 2 semaines

Bruxelles, Région de Bruxelles, Belgique Ericsson Temps plein
Ericsson Belgium

Location:
Zaverterm, Belgium

Our Exciting Opportunity:

  • We are now looking for a Service Delivery Manager (SDM) who will be responsible for ensuring the correct and accurate delivery of customer support services to our customers in Belgium and/or Luxembourg. In this role, you will be responsible for the financial and commercial performance of delivered customer support services. You will also ensure that Service Level Agreement and customer satisfaction are achieved. The SDM role also includes functional management of the (virtual) customer network support engineers' team and working closely with the competence centers, global support, and product line maintenance teams._

What you will do:

  • Responsible to manage the customer relation for customer support services, to secure customer support contract and Service Level Agreement (SLA) fulfilment, and to achieve customer satisfaction.
  • Responsible for the financial and commercial performance of delivered customer support services.
  • Responsible for the functional management of the involved local, remote and third party resources.
  • Accountable for financial budget, forecast, reporting and cost control.
  • Active contributor in the Sales process, identify new business opportunities and drive Add on Sales, in cooperation with Account team.
  • Accountable for the contractual requirements towards the Customer Support organization
  • In charge of coordinating all activities related to the activation of support services with customer(s), handling of customer service requests, emergency handling, SW maintenance, life cycle management, root cause analysis, etc
  • The SDM will primarily manage support contracts related to telecom core, cloud, OSS and BSS domains.

What you will bring:

  • Master or Bachelor degree in ICT
  • Min 5 years of experience as Service Delivery Manager in telecom networks, knowledgeable about support and hardware repair services
  • Excellent leadership and analytical skills, taking timely decisions and initiate appropriate actions
  • Being able to manage emergency situations
  • Senior customer management experience, with communication, presentation, negotiation and influencing skills
  • Good understanding of involved technology and solutions under support in the customer network
  • Promote knowledge sharing and collaboration and drive changes
  • Fluent in Dutch or French (written and spoken) and English (written and spoken)
**What happens once you apply?

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