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 & 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 & 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
Truphone
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 & 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 & 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
Truphone
Other Info
Pasig City, Metro Manila
Permanent
Full-time
Permanent
Full-time
Submit profile
Truphone
About the company
Business Development Manager (Payroll Service) - Taguig
Gratitude Inc.
MetroManila, Manila, TaguigAgreement
Position service delivery manager - English Speaking recruited by the company Truphone at MetroManila, Manila, Pasig, Joboko automatically collects the salary of , finds more jobs on Service Delivery Manager - English Speaking or Truphone company in the links above
About the company