Current vacancies

Current Vacancies

ROLE PROFILE

Role Title

Service Delivery Manager

Bonus Plan

  15%

Business Unit/team

Service & Operations

Location

London, UK

Salary range

  £40-50k

Team Size

 

Manager

  

 

 

Main Purpose of the Role

This is a Service Delivery Manager (SDM) role in the Mobile industry responsible for the operational customer experience of 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. It should have Mobile services in depth knowledge, with strong external customers facing skills, and experience in service and project management.
Require a self-starter who is able to operate independently and senior enough to represent Truphone on different customer facing occasions.
We are looking for SDMs with a relevant technical background in mobile infrastructure vendors, or in MNOs, doing a similar role.

Key Responsibilities

On-Boarding of large or complex 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 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 reviews
  • Be the customer escalation point for large or complex  accounts assigned
  • To be a value added advisor for the large or complex  customers
  • Understand the customer organization, goals and how the customer sees Truphone
  • Work within Truphone’s financial objectives
  • Help design new services as well as describing existing services into a service catalogue
  • Use a service catalogue to propose and supply paid one time / repetitive services

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

  • At least 5 years’ experience in Project Management and/or Service Management in mobile infrastructure vendors, MVNO, or MNOs doing a similar role
  • Mobile Telecommunications industry experience is a must: 3G/LTE, VAS, etc.
  • Mobile devices, iOS, BB, Android
  • Experience in billing processes and systems
  • Excellent communicator; able to build excellent rapport with customers
  • 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

 

NO agencies please. We work very closely with only agreed suppliers and will not accept any CVs from any 3rd parties.



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