Job Description
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
1. 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 recommend...