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Manager Service Delivery
The Service Delivery Manager interacts directly with Speedcast’s customers maintaining strong relationship and ensures that a consistent high-quality service is provided. The SDM will oversee the delivery and ongoing performance of Speedcast’s services and related technical support to customers that achieve specific performance objectives, with overall customer satisfaction as the highest objective. The position covers a range of tasks, including customer care manager, project and logistics support, corporate services manager, and relationship manager. For all these roles, Service Delivery Managers are expected to understand, meet, and exceed their customers' requirements. The Service Delivery Manager role will cover a wide range of tasks based on Program, Contract and Customer.
Key Area of Responsibility:
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Works closely with Sales Account Manager and Program Manager (where applicable) to present a common message to the customer on all service-related communications.
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Point of Escalation for service issues/resolution between SpeedCast and customer.
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Ensures that SLA’s and KPI’s are achieved and customer expectations for service quality, HSE compliance, timeliness and customer satisfaction are exceeded.
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Perform Service Implementation functions as necessary or work with a Project Manager to complete bandwidth upgrades, add-ons, installations, demobilizations etc.
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Responsible for managing customer needs effectively, both at escalation and non-escalation periods.
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Adhere to best practices for systems, processes and procedures in the delivery and support of SpeedCast services. Manage the update of service support material following service or project changes.
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Facilitate periodic service quality review meetings with customers covering incident ticket/resolution, fault trends, performance reports, service or support improvements, service quality and service delivery processes.
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Plan and coordinate periodic preventive maintenance activities required under the relevant SLA.
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Work with Service Management to ensure all planned service outages are communicated to the customer in a prompt and timely manner.
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Review bandwidth Model/Blockage Report to update the Satellite Transition schedule for site Transition moves/adds/changes where applicable for customers with stabilized antenna systems.
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Review P&L information per customer where available from the Finance Team and recommend ways to reduce operating costs for assigned customers, sites, and services.
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Provide or facilitate the customer and account team with any logistical or technical support, including advanced hardware replacement and return of equipment activities.
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Update the customer on all service-related progress or issues. Maintain customer communication plan.
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Act as a liaison for contact between Project Management and the customer, when necessary, to facilitate materials and logistics activities.
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Manage Service Billing Activities; time & materials for completeness, approvals, job closing and tracking of starts & stops that affect MRC billing.
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Validate service reports, approvals of services and project completion documents for invoicing.
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Review and validation of services provided in adherence to contract.
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Responsible for the site documentation and Service Management Handover for content and periodical document approvals.
- Ensure all activities are conducted in accordance with company HSE policies and procedures.
- Champion C.A.S.T value’s underpinning behaviors in all interactions.
- Any other tasks as directed, and ad-hoc projects as assigned
Job Requirements:
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Graduation from a recognized college or university with a bachelor's degree preferably with a Technical/Business related bachelor’s degree or equivalent experience required.
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ITIL Foundation certification would also be an advantage.
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Minimum of 5 years’ experience interacting with customers at a supervisory level; maritime, oil field and commercial communications preferred.
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Commercial experience required.
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Broad knowledge of digital Terrestrial Networks, Satellite Network Architectures and VSAT platforms.
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Understanding of basic concepts of IP networking, VOIP and QoS
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Solid PC skills including usage of the full MS Office Suite and Microsoft Project.
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Experience in a technical role, preferred in Satellite, Terrestrial, Maritime or telecommunication.
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Strong understanding of Speedcast’s customer base and industry, particularly Energy, Maritime, and Telecommunications.
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Ability to adapt to new and emerging communications technologies and philosophies.
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Communicates clearly, both verbally and written. Excellent communicator and collaborator.
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Strong negotiation skills
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Collaborates / Alignment with teams with different focus and priorities.
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Strong organization, tracking, follow-up, and analytical skills.
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Requires understanding and management of contract requirements and customer expectations.
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Must be an excellent problem solver and able to accommodate changing priorities and directions.
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Self-starter: seek out potential issues that aren’t readily apparent. Able to effectively manage multiple projects and function with minimal supervision with an ability to make spot decisions.
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Ability to work independently and cross-functionally in a team environment.
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Be Responsive, Accountable and Responsible.
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Ability to handle high stress situations in a professional, business manner.
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Able to prioritize, manage time and meet monthly deadlines and function with minimal supervision.
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Detail oriented and highly organized.
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Must possess an outgoing, polished, professional demeanor and assertive personality.
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Positive attitude and professional appearance required.
Working at Speedcast:
At Speedcast, we want people that like adventure. Who are motivated by work that takes uncommon ingenuity and thinking outside the box. Who relish the idea of working in an industry undergoing massive transformation. If you want to be part of a global team responsible for connecting the world, then you’re in the right place.
We're always pushing forward, never standing still. When people rely on you and your team to stay connected, it brings everyone closer together. We’re united by the adrenaline of high-stakes projects and our love of getting the job done right. You will experiment, learn and grow here, right alongside us, every single day.
Find great opportunities to make an impact. We have a "one team, one dream" mentality. We work together to make great things happen. Working at Speedcast isn't just a job, it's a career that you can take to new levels.
Top reasons why people love working at Speedcast:
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Our global presence – you get to work with clients and colleagues all over the world, in every continent
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Talented teammates – your co-workers are the best and brightest in the industry
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Industry leadership – be part of the latest advancements shaping the future of communications
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Ability to develop skills – work across departments to gain new skills and valuable experience
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Choose your environment – we have an environment to fit your temperament. Choose between a traditional desk job or work in the field.
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Grow your career - Guide your career in the direction you want. Gain new titles and responsibilities through our internal promotion system.
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Work on diverse projects – every day is different with our customers from a range of industries around the world
Speedcast is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, and other protected characteristics. The US EEO is the Law poster is available by visiting the below link:
https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
Speedcast does not accept or retain unsolicited résumés or phone calls and/or respond to them or to any third party representing job seekers.
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