Job Summary:
We are now looking for a Service Delivery Manager who will be responsible for ensuring the correct and proper delivery of customer support services to our customers. In this role, you will be responsible for the financial and commercial performance of assigned account. You will also ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer satisfaction. The role also includes leading the customer network support engineers’ team and working closely with the competence centers, global support, and product line maintenance teams as well as the sales organizations.
Job Responsibilities:
- Secure customer contract fulfillment
- Collaborate and maintain relationships with internal and external stakeholders
- Manage scopes and associated budget as well as margins
- Lead emergency handling with Support Engineers remotely in Japan/Global as well as customers
- Identify and develop new business opportunities
Key Qualifications:
- Education: Bachelor's Degree in technology field (Master's degree a plus)
- Min years of experience: 5 years in Project Management or Service Delivery Management in Telecom/IT Industries with ITIL certificate a plus
- Domain experience: Virtualization/Cloud/Packet Core
- Minimum 3 years of Leadership experience with involvement in pre-sales
- Telecom Market insight
- Financial analysis skills a must
- Negotiation skills a must
- Consultation skills a must
- Business level English skills a must
- Change and improvement management skills
Additional Requirements:
- Excellent social skills and strong customer orientation
- Self-motivated
- Ability to adapt to change
- Flexible in fast-paced multi-cultural environment