Dy Manager Customer Support

Overview The CSM shall take ownership of the partner relationship responsible for ensuring the correct and proper delivery of Operations Assurance services as specified in the service contracted agreements with Aeriss partners As such the CSM is fully accountable for delivering Service Level Agreement SLA fulfilment What you will do Operational Assurance Management Assurance of delivery performance based on the contractual Service Level Agreement establishment and updating of Working Level Agreements WLA Operational Level Agreements OLA Operational governance SLA critical metric review Reporting forecasting improvement actions Incident Management Perform hierarchical communications in case of major incidents and act as the single point of contact Co-ordination of management bridge during major incidents regular communication up to resolution towards the partner management organization and alignment to from Problem Management Problem Management Ensure that Problem Management activities are efficiently performed Co-ordination of Problem Management reporting follow-up and alignment with the agreed governance model Support with co-ordination of partner approval for solutions to be implemented as part of the Problem Management process Tracking and follow-up of external Root Cause Actions RCA Preventive Maintenance Secure that the preventive maintenance plan covers partner requirements and ensure partner approval when vital Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the partner Service Delivery Efficiency Continuous drive for efficiency improvements in automation and overall precision in service delivery Alignment and approval to support improvement plans requiring multi-delivery units Introduction of new Services Features Functionality Support in defining the vital processes for the new introduction of a service for the new partner Work closely with other units to define critical metrics and SLAs associated to the new Service Process Management Maintain and update inter-working processes both internally and partner focused e g emergency handling procedure manual etc Work closely with IoT Process Owners to secure process improvements and organization to secure the right competence and dimensioning for upcoming projects Ensure all relevant information is communicated proactively to the partner Ensure exit criteria fulfilled at transition handover process from Project to Operations organization Follow-up on process improvements as a result of RCA analysis or critical issue actions Program Management Support towards program management for the delivery of partner-specific projects Project Governance - stakeholder in all tollgate decisions for projects for the designated partners Ensure entry Tollgate 2 and exit criteria handover TG4 are met by project managers delivering towards the designated partners Other Responsibilities Secure support of partner segment business Assist in innovating developing and driving best-practice delivery and assurance governance processes for IoT business Co-ordination of Customer Satisfaction Surveys Customer Experience Management measurements or similar You will bring Education BE B Tech M Tech in Electronics or Computer Science with through experience Industry Experience 12-15 years of experience in Delivery Operations Customer Management Hands-on partner experience ICT Telecommunication Solution knowledge Cloud and Managed Service Delivery Operations experience Job role competence Good communication and customer management skills Experience of interacting with customers Understanding and experience on Service Assurance and Service fulfilment Knowledge and experience on driving SLAs and KPIs Operations Delivery Management Incident Management Problem Management Preventive Maintenance Delivery Efficiency Knowledge skills ITIL Financial Competence Knowledge sharing Collaboration skills Additional skill requirements Effective Leadership Partner Relationship Management Focus Strong Doer Results Driven Relationship Management Aeris walks the walk on diversity We are a brilliant mix of varying ethnicities backgrounds religions cultures sexual orientations gender identities ages and professional personal military experiences - and that s by design Different perspectives are essential to our culture innovative process and competitive edge Aeris is proud to be an equal opportunity employer Powered by JazzHR