Service Delivery Manager
il y a 7 jours
Responsibilities:
**As our Service Delivery Manager, you will**:
- Oversee Global Service Delivery activities for your customers to Ensure Services Objectives are met within SLA and Quality
- Conduct period reviews with customers to follow-up on reported Incidents and specific requests
- Organize Major interventions, such as system upgrades, configuration changes and preventive maintenance on Customer Networks
- Communicate with all levels of engineering and operations management on technical solutions
- Ensure technical and operational alignment between the customer and various internal departments
- Be the first level of hierarchical escalation for customer complaints related to delivered services
- Represent the customer in the Global STE iDirect organization
- Work independently and seeks creative solutions and alternatives to unusual and difficult problems
- Standardize Service Metrics and best practices for Service Delivery activities
- Provide consistent thought leadership
- Drive continuous improvement in tools and processes in the scope of Service Delivery
- Keep track of lessons learned and shares those lessons within the organization
- Inspire coworkers to attain goals and pursue excellence
- Provide status reports and deliver presentations to leadership team and other stakeholders
Qualifications:
**As a prerequisite to become a Service Delivery Manager you**:
- Hold a bachelor’s or master’s degree in Engineering (Computer Sciences, Telecommunication, Aerospace,...)
- Have relevant experience in a technical support, system engineering or project management role
- Have practical knowledge and/or working experience in one of the following areas:
- Broadcasting and contribution to radio and TV content (DTH, DVB, DSNG, MPEG, )
- Computer systems, network systems and broadband access (TCP/IP, VoIP, VPN, QoS,..)
- Satellite communication, ground stations, RF, link budgets, VSAT,
- Are conversational in English
- Continuously strive for Customer Success
- Love to communicate with a broad range of technical experts and to share information
- Are inquisitive and like to learn daily
- Able to understand, track, drill-down and question activities and issues in all functional areas.
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