Holt Executive are partnered with a global satellite communications and IT systems provider who bridge the gap to ensure communications are reliable and secure allowing organisations to focus on what is important without worrying about poor connections. They have an exciting opportunity for an experienced Service Delivery Manager, to join their team in Aberdeen.
The successful Service Delivery Manager will function as the single point of contact between the customer and will manage the delivery of services in line with client expectations and operational considerations and maintain a strong client relationship. Working closely alongside the sales and project management team the Service Delivery Manager will manage the delivery of new client services and be responsible for the service through its operational lifecycle to include service maintenance, incident management, service reporting and service charge related activities.
Key Responsibilities for the Service Delivery Manager:
- Employ industry best practices for systems, processes and procedures, and work closely with functional groups in the delivery and support of satellite connectivity services.
- Act as a single point of contact and operational escalation point for customers, management, staff, contractors, and vendors concerning the delivery and support of satellite connectivity services, with escalation to management as required
- Maintain service availability and performance in line with SLAs by ensuring internal technical functions provide effective change and incident management support
- Update the customer on all service-related progress or issues, working closely with the program team to present a common message.
- Manage service changes, directly or with a project manager, i.e., installations, bandwidth upgrades, beam transitions, demobilizations etc, and ensure handover of appropriate service documentation.
- Coordinate with internal functional teams and customer on parts and field service dispatch activity
- Manage and track spare equipment, repair and replenishment
- Perform proactive availability, performance, and trend analysis
- Facilitate periodic (weekly, monthly, and quarterly) service quality review meetings with customers covering incident tickets, fault trends, performance reports, service or support improvements
- Create reports to an agreed schedule (or on request), including a monthly service availability report
- Plan and coordinate periodic service preventive maintenance activities
- Manage service billing activities by providing service details to the billing team for ad-hoc or MRC invoicing
Essential Knowledge and Skills for the Service Delivery Manager:
- Associates and/or Bachelor’s degree preferred and 3-5 years of experience.
- Exposure to formalized training in accounting and/or business preferred.
- Experience in a technical role, preferred in Satellite, Terrestrial, Maritime or telecommunication.
- Strong understanding of customer base and industry, particularly Energy, Maritime and Telecommunications.
- Ability to adapt to new and emerging communications technologies and philosophies.
- 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 is required.
