HCLTech Atherstone, England, United Kingdom
Service Delivery Manager - Telecom
The Service Delivery Manager is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process.
Major Responsibilities
Functional Performance:
* Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans.
* Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
Relationship Management
* Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
* Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.
Operational / Performance Management
* Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted.
* Review Key Performance Indicators (KPIs) and provide action plans, when necessary.
* In tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively.
* Identify ongoing benefits, opportunities, and innovation for continual service improvement.
ADHOC
* Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
* Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
* Participate in business meetings and general inputs in day-to-day improvements.
Education Requirements:
Professional Certifications:
* ITIL Foundation v4
* CISCO CSM
Candidate Background: Skills, Knowledge, and Abilities:
* Languages – Fluent Level of English
* 2-3 years of related service management in Telecoms/ Telecommunications industry
* Strong organizational, presentation, and problem-solving skills
* Business and Financial acumen
* Ability to communicate with multiple levels of leadership
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Project Management and Management
Industries
Telecommunications
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