Service Delivery Management
1 week ago
Service Delivery Management:
Role Purpose-
Responsible for delivering the best possible service experience for Enhanced customers. Focus is placed on improving customer satisfaction and is underpinned by creating and maintaining quality documentation and delivering outputs as per Vodafone’s contractual commitments.
Experience required - 7-11 years
Key accountabilities (Role Description)
- Drive customer satisfaction whilst delivering the best possible service experience across Vodafone
- Support customers by directing them towards Vodafone’s support model and any associated systems/processes
- Own and maintain Service Inventories & any customer information used across the business
- Provide support to the wider service community as and when required to meet customer’s deadlines
- Run & Manage Service Reviews with customers
- Oversee continuous Service Improvement process
- Responsible for the production and updating of meeting minutes
- Assist with Escalation process only when service issues fall outside of BAU processes and procedures
- Issue of regular and timely standard service reporting
- Tracking and recording service credits
- Support delivery teams with progressing on-hold orders
- Development and maintenance of standardized internal and customer documentation, processes and governance to support best practices
- Develop and maintain excellent working relationships with customers and the account teams.
- Provide guidance and assistance to Service management analysts at work.
- Collaborating with product delivery, transition managers and project managers for delivering effective business solutions to customer
- Responsible for driving and managing Incident management, Problem management, Change management, Inventory management, Service continuity improvements.
- Accountable for regular service level achievement reviews with stakeholders. Service Single point of contact for stakeholders and 2nd level of escalation for operational issues.
- Schedules and conducts regular business and service performance reviews and documents progress of actions.
KPI’s
- Drive Account Profitability
- Improve Customer Satisfaction
- Drive Service Improvements
Essential
- 7-11 years of experience in a Service Management role (Customer facing role)
- Must be from Telecommunications and Terminology background
- Should have worked with Senior stakeholders
- Experience in managing vendors/carrier.
- ITIL foundation
- Fundamentals of transmission devices (SDH, DE, DWDM), Basics of LAN WAN technology, MPLS (Layer 2 & 3), Internet access, DSL, Fixed Voice and SD-WAN.
- SDWAN Architecture (Specific to customers who run services via SD WAN Solution)
Desired
- Experience working in remote/virtual team and environment
- Expertise in LAN WAN technology and Knowledge of carrier level network topologies.
- SDWAN Architecture (Specific to customers who run services via SD WAN Solution)
- Service level management
- Strong presentation and reporting skills
- Cloud Infrastructure
Essential
BE/B-Tech, ITIL Foundation, Telecom Background & Product Knowledge
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