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| The Service Delivery Manager role will involve but is not limited to - Knowledge “owner” of the customer base under management by this specific role - Ensure all staff working on the customer segment are fully knowledgeable, and have access to information - Take ownership of Service Delivery - Coach and mentor end to end of customer service - work close with the all delivery teams to ensure SCD’s are met, and CSAT is high - incident management of major service delivery issues that impact on customers - development of the root cause of underlying issues – internal or external – that are then developed into a proactive assessment of the incidents - change related detection and recording - investigation and diagnosis of the incident reports, and trend analysis for delivery
Customer relationships - Develop strong relationships internally with key delivery roles
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This is a customer facing role, and these relationships will determine the success of the individual
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The candidate will have more than 2 years experience in customer service or telecommunications - Total customer service experience should be 5 years - Confident presentation abilities. - Able to work to tight deadlines and produce solid work that is both correct and to a high standard - Able to demonstrate when required a sound level of understanding across a broad range of technical subjects and be able to apply this knowledge to customer’s specific requirements. - Highly self motivated and work well under pressure - Able to learn and adapt to new technologies. - Able to work well in a team environment but also on an individual basis to ensure tasks/actions are completed. - Experience in working is a service provider environment - Experience in working with multiple providers and technologies - Confident English written and verbal communication skills and experience discussing solutions with clients. - Experience in completing high quality documentation and reporting for internal and client use |
- proficient MS office (MS Word and Excel user)
