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Manager Service Delivery
hace 1 mes
Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance. We strive to design services and solutions to meet customers' needs and create a seamless experience across their journey.
As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping both our customers and partners depends solely on the talented individuals that make Expereo a dynamic, effective, multicultural, and equitable environment.
**Job requirements**:
- Coordinates all the resources and activities related to service delivery of telecommunication products for both Enterprise and Wholesale segments, from the acceptance of the service offer up to the activation and acceptance of the delivered service.
- Host the relationship and communication with Customers, required to coordinate planning.
- Manage the relationship with suppliers directly to support the deployment of multiple service components such as links, hardware & software and installation on-site.
- Interacts with Engineering teams to oversee the activities done by other providers such as Network Configurations and Field Services.
- Detect and communicate deviations within the scope of delivery and current deliverables, sorting issues with Supplier or Sales teams.
- Establish follow-up procedure and trigger escalation with vendors and external teams to grant SLA accomplishment.
- Support Escalation and Expedite engagement upon customer or management request.
- Develop relationships with all existing Teams within the company, in order to achieve the greatest efficiency and effectiveness in time of provision and operation.
- Evaluation of risks, delivery times, and conditions, for the different types and scenarios in where the activities are executed.
- Proactive identification of risks and inefficiencies in the agreements reached with the client, as well as in the processes of the provision.
- Escalation of operational risks and process and improvement opportunities
- Control the daily activity of the E2E Delivery process in order to ensure that it is aligned with the customer's expectations.
- Definition and Monitoring of Action Plans for the continuous improvement in the development of the activity related to the delivery.
- Support for the resolution of incidents and problems in both provisioning and operations time (early life support), for the assigned suppliers. Lead the collaborative, dynamic planning process - prioritizing the work that needs to be done against the capacity and capability of the team
- Ensure all products are built for an appropriate timely delivery managing a multidisciplinary team
- Deliver projects and products using the appropriate agile project management methodology, learning & iterating frequently
- Work with the Product Manager to define the roadmap for any given product and translate this into user stories
Skills and experience
- Solid track record of successful people management (at least 5 years)
- Proven experience in delivering digital projects and products (at least 10 years)
- Science, Technology, or Engineering bachelor’s degree (Master is a plus)
- Proficiency in English and desirable other European languages
- Experience using a range of agile methods, balancing priorities, and dealing with ambiguity
- Experience in matrix-managing multi-disciplinary teams within the digital landscape
Core Competencies
- managing customers and stakeholders
- leading and communicating at executive level
- changing and improving
- making effective decisions
- collaborating and partnering
- delivering quality at pace
EEO (Equal Employments Opportunities) Statement: Expereo is an Equal Opportunities employer who aims to support and celebrate every employee that comes through our doors. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition We provide a fast-paced, multicultural office environment that rewards hard work and team players. Our positive and inclusive company culture ensures that our teams are happy, support each other, and are committed to providing our customers with quality work.
