About us
One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What you'll do
The role of a Service Delivery Manager (SDM) is critical to client satisfaction and successful delivery of solutions in the Managed Communications industry. The SDM's job description involves being responsible for ensuring that solutions sold are efficiently packaged, staged and delivered to customers, both internally and externally. This position requires a combination of technical, management, and people skills to ensure smooth operations.
The day-to-day
The SDM is responsible for developing and maintaining relationships with customers, ensuring customer requirements are met, and coordinating service delivery with other teams within the organization. The role involves incident management trends, problem management, change management, and release management while maintaining regular communication with the clients.
The SDM also monitors service level agreements (SLAs), identifies opportunities for improving service delivery, makes internal recommendations, and guides resources. This position requires excellent communication skills, as the SDM regularly interacts with both technical and non-technical stakeholders.
Overall, an SDM should be able to work collaboratively with other teams, have a strong understanding of solutions sold (technical and commercial), business operations, excellent communication skills, and possess effective people skills.
What you'll need
* Minimum 5 years of experience in a Service Delivery capacity or similar job function preferred.
* Demonstrated ability in managing Service Delivery for high profile Energy sector clients.
* Manages the overall delivery of solutions sold and ensures they meet the needs of the organization.
* Coordinates communication between various internal departments to ensure seamless delivery of services.
* Implements service level agreements (SLAs) to ensure solutions sold are delivered efficiently and effectively.
* Takes responsibility for the quality of services provided and manages the resolution of any recurring issues that arise.
* Monitors and reports on service delivery performance to identify areas for improvement.
* Encourages the adoption of emerging technologies to continually improve service delivery.
* Provides leadership, guidance, and supervision to the Sales team for the overall service experience of the customer.
* Organizes and delivers quarterly, semi-annual, or annual performance reviews with customers.
What will help you on the job
* You will be working alongside an experienced SDM to assist in getting to know the organization and our tools for service quality measurement.
* We maintain multiple service portals that provide key insights into customer site performance.
* Sales Account Managers will collaborate with you on how best to positively develop the customer relationship.
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