Infopulse, Part of Tietoevry Create is inviting a talented professional to join our growing team as a Senior Service Delivery Manager. Join the team of our customer BICS - a global telecommunication enabler with a physical network stretching through the globe
With expertise in the Telco or Enterprise business, you will drive and stimulate the success of this line of products within the context of the solution set articulated by BICS Marketing across the region. Provide expertise and guidance to the sales community, customers, and suppliers, and provide pre and post-sales support to all the stakeholders. You will also work with the regional sales teams and Marketing to articulate the best go-to-market strategy in order to increase BICS' market share in the Telco or Enterprise business.
**Areas of Responsibility**:
- Manage Customer's projects from presales to service delivery for the entire product portfolio with the main focus on single product contracts as opposed to complex bundled solutions
- Ensure the documentation of the standards in terms of end-to-end service delivery process, technical specificities, and access network architecture.
- Be the coach and expert inside the SDM team and be the SDM representative towards rest of BICS to setup and maintain processes, tool requirements, report product issues or new requirements, and define product evolution
- Be solely accountable for all the technical aspects (capacity, topology, architecture ) of the services provided to the Customers
- Be accountable for the Customer satisfaction from service delivery to post-launch support which could include service management for strategic customers/partners (escalation/incident management, QoS/capacity reporting, event base special care for specific periods)
- Act as the interface between regional sales community and Operations for any quality related issues to ensure the best customer experience and manage the regional sales inflow (prioritization, reporting, follow up)
- Provide technical and commercial expertise on Mobile Telco and Enterprise services to the customers and the sales community
- Support regional sales community to present BICS Telco solutions to customers, define the right commercial modes (in collaboration with Product Management)
- Act as the interface between the regional sales community and product management to ensure knowledge transfer to the sales community as needed
- Act as the SDM lead to steer and follow up strategic work packages involving customer interactions (cost savings, technology sunset, bulk migrations)
**Qualifications**:
- University degree in Engineering (Electronics, IT or Telecom) with proven communication and commercial skills, and management experience
- 10+ years in the international telecom operational or engineering environment
- Complex Project/program management in an autonomous way
**Personal skills**:
- People management
- Consultative selling skills