Job Description

Responsibilities:

• Dedicated Service Delivery Manager for allocated customers to build relationships and become the single point of contact for all service related matters associated with the account.
• Escalation point for allocated customer accounts
• Prepare and deliver Network Performance Reports as per customer\xe2\x80\x99s need
• Produce and maintain Operational Process Documents for the agreed supported networks
• Produce and maintain Service Improvement Plans specifically tailored to the customer\xe2\x80\x99s needs
• Arrange and attend customer service reviews as per the agreed schedule
• Prepare meeting reports and actions list for all service reviews
• Identify alongside with Account Management on potential to develop the customer\xe2\x80\x99s existing portfolio and increase revenue for the business
• Ensure that customer incidents and requests are dealt with according to agreed Service Levels
• Work closely with all areas of the business to address customer issues or service improvements as required
• Work with stakeholders to identify, develop, implement and document new processes required to improve the service delivered to customers

• Minimum 3 years proven Service Delivery experience in the IT industry in similar capacity. Experience in System Integrator environment will have added advantage.
• ITIL qualification and experience of the application of the IT Infrastructure Library framework in the workplace. Possess ITIL v3 Foundation
• Sound technical knowledge and understanding of IT/network/communications services including WAN/LAN, Systems, Data Centre and Telco infrastructure. Technical certifications will be added advantage
• Have good exposure on Fix and Mobile Telecommunication Infrastructure. Operation experience with a good overview understanding of Enterprise Networking and Cloud Implementation will be an advantage.
• Proven track record of providing excellent customer service to SLA\xe2\x80\x99s and experience of managing key customer relationships within a service delivery type role
• Proven experience in creating reports on SLA performance and service availability
• Experience in managing 3rd party suppliers to agreed SLA\xe2\x80\x99s
• Experience using network monitoring tools i.e. SolarWinds, HPIMC, NetFlow to provide reports
• Good documentation skills, specifically around documenting both internal and customer processes
• Flexibility in responding to customers\xe2\x80\x99 requests as and when required