Enterprise Service Delivery Manager

£60,000 | Prague | Permanent
Posted 1 month ago

Team description & Purpose of Role:

The Manager of Enterprise Service Delivery will be responsible for overall performance of the service delivery team in ensuring services are delivered on time and to the specified quality. The individual will manage a central team and set direction and process for them. The role will monitor and manage the business performance against the defined service procedure throughout the delivery lifecycle. In this role, the person will manage a Prague based team geared to providing the central interface (delivery coordination) to the customer during the delivery lifecycle. As such, this person will be responsible for all performance indicators involved in the delivery process.

Job Responsibilities:
• Manage a team of locally based employees (6 - 8)
• Establish Service Delivery strategies to meet growth and development demands of the business
• Define and develop process and amend operational procedures to meet principle service delivery goals
• Define and set key delivery objectives related to customer committed dates and delivered revenue
• Manage a central team that is responsible for operating to the same process and procedures and achieving KPIs across the whole of the delivery footprint. This role will focus primarily on delivery of services across France and Switzerland and involve responsibility for supplier management (OLO/CPE) in this territory
• Strengthen relationships with internal groups, Project Management, Provisioning, Sales, Product Development and Country Manager Organizations, to continually develop and address process deficiencies.
• Develop a central professional team to achieve the above
• Act as escalation point when delivery related SLAs fail
• Organize and monitor service delivery Customer satisfaction surveys to ensure delivery performance is meeting customer satisfaction

Experience Required:
• 10 years’ experience in Telecommunications with a solid knowledge of the European markets.
• 5 years’ experience as a Manager operating in an International environment.
• 5 years’ experience in Service Delivery or Project Management

Person Specification:
• Hands-on Delivery/Project Management experience
• Ability to clearly document dependencies and priorities
• Ability to effectively prioritize & matrix manage third party resources (internal & contracted)

• Knowledge of IP/VPN - Packet and Transmission (SDH, WDM) technologies
• Proven Knowledge of process and automation design in an operations environment

Communication Management
• Excellent communication and presentation skills with very good written and oral skills in English
• Ability to report at an Executive level with clear and well thought out messages
• Ability to present ideas and facts in a convincing way, gaining commitment and support

People Management
• Strong team leadership and motivational skills
• Ability to matrix manage others to achieve maximum results
• Effective Team management, team development and motivation skills
• Personal focus on continuous improvement and innovation

Soft skills
• Ability to gather, screen and interpret a wide variety of detailed information yet remain focused on the ‘big picture’
• Strong flexibility & ability to perform effectively within changing environments
• Sound Commercial understanding and proven Business acumen
• Personal focus on continuous improvement and innovation
• Ability to adapt to local conditions in a multi-cultural environment

• Fluent in English (Oral/Written) plus either French or German

For more information about this role, please contact:

Anthony Goodstadt

01442 509 058

See Anthony Goodstadt's jobs
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