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Manager Service Delivery
3 weeks ago
Manager Service Delivery
The Service Delivery Manager interacts directly with Speedcast’s customers maintaining strong relationship and ensures that a consistent high-quality service is provided. The SDM will oversee the delivery and ongoing performance of Speedcast’s services and related technical support to customers that achieve specific performance objectives, with overall customer satisfaction as the highest objective. The position covers a range of tasks, including customer care manager, project and logistics support, corporate services manager, and relationship manager. For all these roles, Service Delivery Managers are expected to understand, meet, and exceed their customers' requirements. The Service Delivery Manager role will cover a wide range of tasks based on Program, Contract and Customer.
Key Area of Responsibility:
- Works closely with Sales Account Manager and Program Manager (where applicable) to present a common message to the customer on all service-related communications.- Point of Escalation for service issues/resolution between SpeedCast and customer.- Ensures that SLA’s and KPI’s are achieved and customer expectations for service quality, HSE compliance, timeliness and customer satisfaction are exceeded.- Perform Service Implementation functions as necessary or work with a Project Manager to complete bandwidth upgrades, add-ons, installations, demobilizations etc.- Responsible for managing customer needs effectively, both at escalation and non-escalation periods.- Adhere to best practices for systems, processes and procedures in the delivery and support of SpeedCast services. Manage the update of service support material following service or project changes.- Facilitate periodic service quality review meetings with customers covering incident ticket/resolution, fault trends, performance reports, service or support improvements, service quality and service delivery processes.- Plan and coordinate periodic preventive maintenance activities required under the relevant SLA.- Work with Service Management to ensure all planned service outages are communicated to the customer in a prompt and timely manner.- Review bandwidth Model/Blockage Report to update the Satellite Transition schedule for site Transition moves/adds/changes where applicable for customers with stabilized antenna systems.- Review P&L information per customer where available from the Finance Team and recommend ways to reduce operating costs for assigned customers, sites, and services.- Provide or facilitate the customer and account team with any logístical or technical support, including advanced hardware replacement and return of equipment activities.- Update the customer on all service-related progress or issues. Maintain customer communication plan.- Act as a liaison for contact between Project Management and the customer, when necessary, to facilitate materials and logistics activities.- Manage Service Billing Activities; time & materials for completeness, approvals, job closing and tracking of starts & stops that affect MRC billing.- Validate service reports, approvals of services and project completion documents for invoicing.- Review and validation of services provided in adherence to contract.- Responsible for the site documentation and Service Management Handover for content and periodical document approvals.
- Ensure all activities are conducted in accordance with company HSE policies and procedures.
- Champion C.A.S.T value’s underpinning behaviors in all interactions.
- Any other tasks as directed, and ad-hoc projects as assigned
Job Requirements:
- Graduation from a recognized college or university with a bachelor's degree preferably with a Technical/Business related bachelor’s degree or equivalent experience required.- ITIL Foundation certification would also be an advantage.- Minimum of 5 years’ experience interacting with customers at a supervisory level; maritime, oil field and commercial communications preferred.- Commercial experience required.- Broad knowledge of digital Terrestrial Networks, Satellite Network Architectures and VSAT platforms.- Understanding of basic concepts of IP networking, VOIP and QoS- Solid PC skills including usage of the full MS Office Suite and Microsoft Project.- Experience in a technical role, preferred in Satellite, Terrestrial, Maritime or telecommunication.- Strong understanding of Speedcast’s customer base and industry, particularly Energy, Maritime, and Telecommunications.- Ability to adapt to new and emerging communications technologies and philosophies.- Communicates clearly, both verbally and written. Excellent communicator and collaborator.- Strong negotiation skills- Collaborates / Alignment with teams with different focus and priorities.- Strong organization, tracking, follow-up, and analytical skills.- Requires understanding and management of contract requirements and customer expectations.- Must be an excellent problem solver and able to accomm
