Senior Service Delivery Manager

Direct message the job poster from Thales

Responsibilities

• Responsible for account management, including strategy formulation, customer relationship management, opportunity identification, and deal closing.
• Responsible for commercial operations such as pricing negotiation, contract signing, and collection.
• Manage existing customers to develop partnerships within telecommunications industries for the region.
• Liaise and coordinate with internal resources to meet customer expectations.
• To report market needs, opportunities for solutions and services, competition activity, and recommendations on product definition.
• To increase market share, revenue, and margin in-line with quarterly and yearly objectives.
• The goal of establishing uniform processes and procedures is to ensure that each customer gets the same experience from the onset of contact.
• Able to present the THALES MCS Product Portfolio to key accounts.
• Contributes customer service information and recommendations to strategic plans and reviews; prepares and completes action plans; implements production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determines system improvements; and implements change.
• Meets customer service financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions.
• Determines customer service requirements by maintaining contact with customers, visiting operational environments, conducting surveys, forming focus groups, benchmarking best practices, and analyzing information and applications.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.

Requirements

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