Service Delivery Manager preferably with telecom or tech experience
Service Delivery Manager preferably with telecom or tech experience
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Job Description
JOB OVERVIEW:
The Service Delivery Manager is passionate about workflow process creation, management, and execution. This position will collaborate and coordinate with cross functional teams including Project Managers, Operations, Engineering, Installation, Warehouse, Customers, client and other teams involved in the delivery of services. This position is committed to providing superior customer experiences through every interaction.
ESSENTIAL FUNCTIONS:
- Ability to interact with the customer, client and other employees in a positive manner and promote a cooperative working environment.
- Expert-level computer literacy and data processing skills with proficiency in Excel and other types of system reporting.
- Strong track record of delivering accurate, timely information and reports, with careful eye for detail.
- Ability to find the people and information resources required for successful completion of projects.
- Superior analytical, quantitative and communication (both oral and written) skills.
- Must have strong drive and initiative with ability to balance multiple tasks.
- Ability to effectively communicate in both written and verbal forms at all levels of the business, including external clients, peers, colleagues and executive management.
- Excellent oral and written communications skills in English.
- Outstanding interpersonal and communication skills and proven experience in cultivating collaborative working relationships with teams across an organization.
- Ability to demonstrate exceptional organizational skills and effective time management.
- Ability to handle sensitive information and maintain complete confidentiality.
- Typically solves problems by considering courses of action within the framework of management s goals and standards.
- Ability to organize and synthesize large amounts of information into concise presentations and reports.
- Typically faces situations that have a variety of interpretations and require careful evaluation.
- Must be willing and able to work a flexible schedule, including weekends, evenings and holidays as required by business needs.
Responsibilities:
- Establish, refine and/or document the delivery processes.
- Ensure that each customer gets the same great White Glove Customer experience by standardizing and streamlining processes and procedures.
- Maintain high performance levels for service-related processes, and implement improvement activities.
- Build strong relationships with teams and stakeholders to enable collaborative and effective dialogue between departments.
- Develop a deep understanding of projects to gain insights into the scope of service delivery.
- Take accountability for service delivery performance and meeting customer expectations.
- Analyze third-party as well as internal processes, and create strategies for service delivery optimization
- Provide accurate and regular reports to the management on performance of the service delivery.
- Oversee employees in different stages of the delivery process, even though they may not be their direct reports. Hold all departments and employees within these teams accountable for carrying out the required processes and tasks and providing great customer service.
- Own incidents, collaborate with resolution parties, and establish effective communication between stakeholders for post-incident reviews.
- Other Duties as required or assigned.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
ESSENTIAL COMPETENCIES:
- Unquestionable Integrity and Character
- Effective Two-Way Communication
- Strong Planning and Problem Solving Skills
- Analytical Skills with Strong Attention to Details
- Critical Thinking
MINIMUM QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duties satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- At least 3 years of experience in service delivery, project management, product management or equivalent role
- Associate degree preferably in a technical field or business/marketing
- Proficiency in automated testing, logging and monitory concepts and tools
- Proven track record of managing all aspects of a successful product throughout its lifecycle
- Strong problem-solving skills and willingness to think outside the box
- Skilled at working effectively with cross functional teams
- Excellent written and verbal communication skills
Employment Type
Full Time
