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Telco Service Delivery Manager

4 months ago

London, UK, United Kingdom HCLTech Full time

Role, Purpose, and Scope


The SPM Manager provides overall service relationship governance and acts as the Customer’s trusted partner to provide oversight of the services provided by the provider. The SPM is accountable for developing and executing a service strategy that will provide outstanding client experience and create a long-term, strategic and mutually beneficial relationship between the Customer and Client.

This includes management of Client Operations and achievement of associated Service Levels that deliver contracted business outcomes for the Customer. The SPM also has responsibility for Service Relationship Management (SRM), developing and maintaining executive client relationships and forging new relationships. The SPM provides value to the Customer through the delivery of services from transition into operations. This includes developing risk mitigation strategies that minimize business disruption. In addition, the SPM oversees the execution of the Clients Service Management governance including monitoring and reporting on the Service Level Agreements (SLA’s), Operating Level Agreements (OLA) and Underpinning Contracts (UC’s) for the Client Services. Additionally, the SPM will work through complex business and Customer challenges and collaborate in developing and implementing solutions. The overall goal of the SPM role is to partner with Customers and to be an extension of the Customer’s staff.


Major Responsibilities


Functional Performance:

Financial Management - coordinate financial management governance and reporting with the financial billing team: including profit & loss (P&L), operating cost, net present value (NPV) and other required financial health indicators.

Service Delivery – govern the Project Management Delivery for all Client Services including Project Initiation, Execution, Pipeline Past Due and Performance Management Reporting & Analysis (PMRA)

Service Portfolio Management - support the evolution of the Clients Service Portfolio to deliver growth through the pro-active management of the Customer’s IT Services Demand...

Service Transition – own the accountability for ensuring all Client Services are delivered to the agreed requirements of the Customer, within the bounds of the Customer contract and to the expected level of time, quality and cost.

Continual Service Improvement (CSI) – implement the Continuous Service Improvement Strategy to ensure the sustainable delivery of the Client Service Level Agreements, through the delivery of the Continual Service Improvement Plan.

Candidate for the role described above will also be responsible for Client specific deliverables and performance objectives as set by the organizational leader at the beginning of each year.

ADHOC

Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.

Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Participate in business meetings and general inputs in day-to-day improvements.


Education Requirements: Minimum


Bachelor's degree or equivalent required. (Business Administration, Communication or Project Management focus preferred)



Professional Certifications: Preferred

ITIL V3/v4 Foundation

CISCO CSM


Candidate Background: Skills, Knowledge, and Abilities:


Preferred


Vendor (Six Sigma, Agile, ITIL, Advanced etc.) accreditation would be beneficial and highly desirable.

Telecommunications knowledge/experience


Minimum

Minimum 5 years’ experience in Customer Service, Project Management and/or Telco

Must have strong interpersonal skills

Proficiency with the Microsoft applications such as PowerPoint, Office, Excel as well as Google applications will be required to perform job.

Strong analytical and decision-making skills. A fast learner and must have the desire to work in a client facing environment


Competencies/Skills


Communication Skills

Creativity and innovation

Business Planning and Resource Management

Financial & Budgeting Management