Service Delivery Manager (2622) Charlotte, NC

  1. Service management is a customer facing function that refers to the entirety of activities, directed by policies, organized, and structured in processes and supporting procedures that are performed to design, plan, deliver, operate, and control technology services offered to our customers.
  2. You will need excellent networking and communication skills and should be strategic and analytical when finding solutions to problems to ensure maximum client satisfaction.
  3. You will be responsible for project delivery (installations, commissioning, integration) and support and operations for the customers. You will be supported in your function by the network engineering team, the customer experience and operations team, the network operations center and the service helpdesk.
  4. You will need to manage the daily operations, procedures relating to customer services and drive and continuously reinforce alignment of all initiatives to company purpose, values, and strategic initiatives
  5. You will manage the Net Promoter (NPS) Score and Customer Satisfaction (CSAT) and the delivery of the outcomes relating to the results.
  6. Strengthen our culture
    • Live the brand by being a good example of our purpose, vision & values
    • Constantly growing your knowledge of our products and network, for the benefit of one’s growth and our customer
    • Attend required training & workshops
    • Build professionalism, loyalty, and commitment within the US Team, as well as other group related companies

All you need is:

  • High School Diploma or equivalent
  • Business degree or diploma in IT or similar is preferred
  • Service management certification e.g., ITIL Practitioner or ITIL Life cycles (minimum service operations)
  • Project Management Experience with relevant qualifications (e.g. PMP, Prince2) as a preference
  • Comfortable with Agile delivery methodologies and ceremonies (Scrum and SAFe)
  • Telecommunication or ITC experience (at least 5 years)
  • Minimum if 4-years’ experience in a Customer Service Management position
  • Minimum of 5 years’ experience in a Technical Service Desk environment within an IT related industry.
  • Proven leadership skills in a Service Delivery environment
  • People management experience
  • Good business acumen
  • Good understanding of project delivery cycle and service management
  • A good understanding of
    • Layer 2 & 3 network Topologies and Architectures
    • PON Access Technologies
    • ISP Architectures
  • Valid Driver’s License and own vehicle is preferred

Why You Will Love This Job:

  • This is a unique opportunity for you to engaging with key customers by building and preserving trusted relationships in the USA.
  • You will have the opportunity to work on large-scale projects, in a growing industry, with leading industry Clients and Partners
  • You will have the opportunity to work in a growing organization, with ever growing opportunities for personal growth and one of the highest scores of employee engagement in the market.