Wherever our customers are in the world we help them digitalise and optimise their remote business processes using advanced hybrid network solutions and digital technologies.
Our teams work together across the globe using constant innovation expertise and applied technology to bring systems and people together with a future focus. We push boundaries. We combine unrivalled resources and expertise in field engineering with advanced digital technologies such as cyber security IT and cloud enablement.
Today we employ 1500 people in over 30 countries with customers in the maritime energy and humanitarian sectors. We believe in creating a culture where you can develop and thrive. Our commitment to excellence drives our success.
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Job United Arab Emirates Dubai
Job Service Delivery Manager
United Arab Emirates Dubai Full time Apply before 28.09.24
Your Mission:
Act as the main point of contact for customers that have operational services. To act as the voice of the customers towards internal stakeholders.
Maintain customers peaceofmind and satisfaction.
Maximize the profitability of customers for Marlink
Main Duties:
The Service Delivery Manager reports to the Team Leader of EMEA Service Management who directly reports to the Director of Service Management. She/He has a complementary role to the Operation Organization which is in charge of the daytoday operation of the networks and the customers. She / He has the following roles:
Manage the performance of the customer network and report internally
Identify technical improvements and understand fully the customer design and demarcation lines with customer LAN
Facilitate periodic (weekly monthly and quarterly) service quality review meetings with customers covering incident tickets fault trends performance reports and service or support improvements.
Be the voice of customers internally for all departments
Act as the main communication channel with the customer (reporting meetings escalations )
Support all delivery activities with the project team.
Manage service changes directly or with a project manager i.e. installations bandwidth upgrades beam transitions demobilizations etc and ensure handover of appropriate service documentation.
Followup in close collaboration with the sales team on the invoicing situation and payment of customers with proper escalations through customer organization as well as collection teams within the Marlink group
Coordinate with internal functional teams and customers on parts and field service dispatch activity
Manage and track spare equipment repair and replenishment.
Qualifications & Professional Skills:
Comprehensive and proven IT/Network and VSAT knowledge
Proven and successful experience in service/ customer management
Technical and commercial knowledge in Telecoms and IT for B2B/Enterprises and Satcom.
Experienced in MS Office tools (Word Excel PowerPoint) and collaboration tools (SharePoint)
Fluent in English (French or other languages seen as a plus)
Attitude & Interpersonal Skills
Excellent communication skills
Strong commercial/client orientation
Selfmotivated resultfocus with the ability to work under pressure
Team Player
Open (to different opinions to different cultures to change)
Trustworthiness
Other requirements
Willingness to travel
Capability to work in a transnational organization and to interface efficiently with virtual teams in Engineering Finance Marketing and Sales.
We offer
Competitive salary package
Dynamic work model with hybrid flexibility
Marlink Training Academy for professional and personal development
Global mobility
Equal opportunities employer
Cultural diversity
Attractive working environment in an international telecommunication company
Private health care scheme
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