Service Delivery Manager - English Speaking
Truphone, Philippines

Main Purpose of the Role

This is a Service Delivery Manager (SDM) role in the mobile service provider industry responsible for the operational customer experience of small and medium 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. He/She should have Mobile services experience, with strong external customers facing skills, customer services and project management. Require a self-starter who is able to operate independently and senior enough to represent Truphone on different customer facing situations.

Key Responsibilities

• On-Boarding of new or existing accounts / Project Management
• Ensure customer requirements align with contract and its 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 end to end 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 review meetings proposing service improvement initiatives
• Be the customer escalation point for small and medium accounts
• Understand the customer organization, goals and how the customer sees Truphone
• Work within Truphone’s business objectives
• 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 amp; Support models to customers
• Manage Pilots and Trials
• Identify potential up selling opportunities in contracts and engage Sales
• 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 amp; Support models to customers
• Manage Pilots and Trials
• Identify potential up selling opportunities in contracts and engage Sale

Requirements

• At least 2 years’ experience in Project Management and/or Service Management in a Service delivery role
• Mobile Telecommunications knowledge 3G/LTE, Services, products, etc.
• Mobile devices knowledge, IOS, Android, Blackberry, etc.
• Knowledge of 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, organizational skills
• Fluency in English is mandatory
• This role can be fully remote in Portugal or Philippines

Job Rewards and Benefits