Senior Service Delivery Manager

ROLE DESCRIPTION:

In this role, you will partner with customers to ensure their success and grow their business with SES’s enabling technology portfolio. You will own the customer relationship on behalf of the managed services organization from presales through service delivery, building customer intimacy and establishing strong relationships.

Working in this role, you will be the “Voice of the Customer” within SES, understanding what each customer values in terms of support throughout their lifecycle and ensuring the SES delivery team offers coordinated support to drive revenue growth.

You will be responsible for (this is not an exhaustive list):

• Develop and refine managed service offerings that address evolving market demands, in partnership with Product & Innovation and Vertical Markets teams.
• Align service portfolio development with SES’s strategic objectives, ensuring competitive differentiation.
• Monitor industry trends and emerging technologies to drive continuous improvement and innovation in SES’s service delivery approach.
• Act as the primary relationship owner for key managed services customers, ensuring strong engagement, retention, and satisfaction.
• Provide consultative guidance to customers on SES products, services, and solutions, helping them maximize the value of their investments.
• Translate customer insights into actionable business improvements and future service development opportunities in collaboration with Product Development, Systems Engineering and Asset Management.
• Drive cost optimization strategies to improve service delivery efficiency while maintaining profitability.
• Own revenue and profit assurance, ensuring financial targets are met while balancing service excellence.
• Work with commercial teams on services pricing & scope.
• Guide the customer through the customer fulfilment process and manage schedules and customer planning and expectations.
• Be a champion within SES to work with the SES functional teams to develop a customer centric process organization.
• Prepare and present to customers, through the presales stage to post acceptance service.
• Ensure a high level of customer satisfaction through proactive communication and effective issue resolution.
• Gather and analyze customer feedback to continuously improve service delivery.
• Oversee the end-to-end delivery of managed services, ensuring operational efficiency and excellence by establishing clear performance expectations and providing regular feedback.
• Stay abreast of industry trends, emerging technologies, and best practices in managed services delivery.

YOUR PROFILE

Must have

• Bachelor’s degree, preferably in Engineering/Technology/Computer Sciences, ideally combined with an MBA.
• Minimum of 10 years in the Telecom Industry with customer facing experience and team management.
• A minimum of 3 years relevant experience in network deployment with a strong understanding of what it takes to manage customer SLA expectations.
• Authorization to work in EU.
• Knowledge of satellite industry.
• Proven ability to work in a global, multicultural environment with a customer-focused approach.
• Excellent presentation, negotiation, and stakeholder management skills.
• Hands-on knowledge of the implementation of satellite based, fixed/mobile networks, fibre backbone networks, and Internet access networks in emerging markets.
• Regional market experience and business cultural awareness.
• Program Management and/or Project Management background.
• Fluency in English.

2. Nice to Have

• PMP Certification.

WHAT'S IN IT FOR YOU

• Flexible working policy.
• Bonus plan.
• Comprehensive and competitive benefits plan.
• A range of wellness activities and employee assistance programs.
• An employer that values all aspects of Diversity and respects every individual’s story.

Embark on a career with us, where diversity isn't just a buzzword – it's our driving force. We are crafting a workplace mosaic that values every hue, background, and perspective. Join a global team where inclusivity sparks innovation, and individuality is not only embraced but celebrated. At SES we are committed to hiring inspiring individuals from all backgrounds. We take great pride in creating safe and inclusive processes and we support the recruitment, retention, and evolution of all employees irrespective of gender, colour, race, ethnicity, religion, sexual orientation, disability, veteran or marital status, background or walk in life.