Service Delivery Manager

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Responsibilities

In our world, ensuring proactive, client driven delivery is vital. We work closely with our Enterprise customers to make sure we do as we say and help them and their businesses.

In order to achieve our goals for them, we are currently searching for a key Service Delivery Manager to support the business in EMEA.

The Service Delivery Manager is a governance and consultative role, providing a single face to the client, and acting as liaison between the client and other Verizon organizations.  The SDM is accountable for developing and executing on a service strategy that will ensure an outstanding customer service experience. The SDM is responsible for Lifecycle Governance for Verizon’s most strategic, high value, global enterprise base. The SDM will have responsibility for global service level management and delivery of integrated services. The SDM has responsibility for Relationship Management, developing and maintaining executive client relationships as well as forging new relationships within assigned clients. This includes ensuring Transition of services meets the desired business outcomes of the client and that Day 2 Operation support requirements have been developed.

The SDM is also responsible for developing risk mitigation strategies to minimize business disruption and to ensure service levels are attained. This includes managing Key Performance Indicators (KPIs) of supplier groups (Centers of Excellence (CoE) including Ordering, Billing & Network Assurance).  Additionally, the SDM must have the ability to work through complex business & client challenges and collaborate in developing and implementing solutions. 

Specific responsibilities for SDM include managing the Service Portfolio, documentation for Asset management; ensuring processes exist for Change Management, planning for Demand Management & oversight of Financial Management.  The SDM serves as a client advocate across all of Verizon and seeks to add value through proactive delivery of new solutions & services.

The SDM is responsible for any Service Improvement plans as a result of large crisis and major quality of service issues until resolution and satisfaction of the client. In addition, the SDM is responsible for development & maintenance of the Continual Service Improvement Plan for delivery of services and ensuring/drive online & eMedia tool enablement and adoption

 

 

 

 

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Qualifications

KEY COMPETENCIES:

1 Excellent communication and presentation skills - Able to communicate clearly, concisely and appropriately with minimal guidance at customer’s director level

2 Business acumen – Good understanding of how Verizon can support customers needs to enable them to realise their business strategy

3 Results management - Proactively analyse metrics to drive Service performance and manage expectations.

4 Service leadership - Proactively takes ownership, accountability and leads virtual teams to maximise customer experience.

5 Personal leadership - Proactively takes ownership and accountability for business improvement and personal development. Customer Focused and Building Effective Teams

Additional Qualifications
QUALIFICATIONS AND EXPERIENCE

Excellent Business level in English language, literate and numerate.
Bachelor Degree or Equivalent experience (Master or Advanced degree preferred)
Experience

Demonstrable business to business customer service skills
Experience with Global Enterprise Clients and Operations and Relationship Management
Technical and Service Management skills in Network, Managed Services, CPE, Security, Applications, Hosted/DCS Service, IT services, Unified Communications
ITIL Foundation V3
Advanced Skills in Microsoft Office product Suite, including Power Point, Excel and Word
Demonstrated advanced knowledge of Verizon customer enablement tools
Financial Business acumen
Project / Program Management experience
Familiar with Complex Integrated solutions
Ability to foster relationships and present to C-Levels within the client organisation
Supplier Management and prior experience with Strategic Partners
Proven leadership skills and capabilities
ITIL Advanced Certification, Project Management Prince 2 Certification

THE INDIVIDUAL
Customer focused
Positive ‘can-do’ attitude with passion to deliver
Motivated and proactive
Takes responsibility
Organised and professional
Flexible
Problem solver

 

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