Prestation de Services - Service Delivery Manager
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Notre opportunité passionnante!
Nous recherchons actuellement un responsable de prestation de services chargé d'assurer la livraison correcte et pertinence des services d'assistance à nos clients. À ce poste, vous serez chargé des résultats financiers et des performances commerciales des services d'assistance client fournis. Vous veillerez également à ce que les marges convenues soient atteintes tout en fournissant des prestations conformes à l'Accord de niveau de service SLA et à la satisfaction des clients.
Vos responsibilitiés:
• Établir une relation solide avec le client
• Gérer la perception/les attentes des clients afin d'assurer de leur satisfaction.
• En tant que garant des contrats de support vous êtes responsable de leur bonne réalisation selon les règles " entente de niveau de service "
• Distribuer les informations aux partenaires internes et résoudre les problèmes de livraison
• Gérer les données financières et piloter l'amélioration des coûts
• Être disponible a cent pour cent lors des urgences et procurer les mises à jour de la gestion client requises
• Piloter l'analyse des causes profondes et les mesures correctives pour permettre l'amélioration continue de l'exécution de l'Accord SLA
• Gérer les remontées de gestion des clients et mettre en œuvre les niveaux/organisations adéquats
• Capacité démontrée de pilotage de problèmes dans un environnement difficile et dans l'urgence
• Identifier de nouvelles opportunités commerciales
• Contrôler les livraisons hors champ d'application.
Pour réussir dans le rôle, vous devez avoir:
• 5 ans minimum d'expérience dans les télécommunications
• Une excellente compréhension de l'architecture des réseaux sans fil
• Une compréhension parfaite de l'architecture des réseaux mobiles
• Bonne compréhension de la virtualisation des réseaux et des concepts de cloud
• Compréhension financière et capacités d'analyse
• Compétences en matière de négociation et d'argumentation
• Prise en charge logicielle et connaissance des interventions sur matériel
• Modèle Ericsson de gestion de projet
• Favoriser le partage des connaissances et le mentorat
• Fournir des résultats et répondre aux attentes des clients
• Décider et initier des actions
• Faire face aux pressions et aux revers
Exigences supplémentaires:
• Très bonnes compétences en leadership et en gestion
• Excellentes aptitudes sociales et forte orientation client
• Motivé et esprit d'équipe
• Capacité de s'adapter au changement et d'agir comme agent/gestionnaire du changement chaque fois que nécessaire
• Le bilinguisme est un atout
À l'heure actuelle, Ericsson Canada Inc. n'offre pas d'aide ni de parrainage en matière d'immigration aux candidats étrangers pour ce poste.
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Job Summary:
We are now looking for a Service Delivery Manager who will be working in dynamic environment ensuring the correct and proper delivery of customer support services to our customers. The Service Delivery Manager will interact closely with the telecom operators in Canada. In this role, you will be responsible for the financial and commercial performance of delivered customer support services. You will also ensure that agreed margins are achieved whilst delivering Service Level Agreement fulfillment and customer satisfaction.
What you'll do:
• Build strong relationship with the customer
• Manage customer perception/expectations and ensure customer satisfaction.
• Own the support contract; responsible for contract fulfillment according to SLA.
• Distribute information to internal partners and escalate delivery issues
• Manage the financial data and drive cost improvements
• Actively involved during Emergencies; provide Customer management updates as needed
• Drive root cause analysis and corrective actions to ensure continuous improvement in SLA performance
• Handle customer management escalations and engage the right levels/organizations
• Drive issues in a tough and time sensitive environment
• Identify new business opportunities and add on sales
• Control Out of Scope Deliveries.
What you'll need:
• Five years minimum of Telecom experience
• Excellent understanding of wireless networks' architecture
• Solid knowledge of Core, RAN and OSS/BSS domains
• Solid understanding of network virtualization and cloud concepts
• Financial understanding and analytical skills
• Negotiation and argumentation skills
• Software support and hardware services knowledge
• Ericsson model for project management
• Promote knowledge sharing and mentoring
• Proven ability to deliver results and manage customer expectations
• Strong ability for decision making and initiating action
• Coping with pressures & setbacks
Additional Requirements:
• Very good leadership and management skills
• Excellent social skills and strong customer orientation
• Self-motivated and a team player
• Ability to adapt to change and to act as a change agent / manger whenever required
• Bilingualism is an asset
At this time, Ericsson Canada Inc. does not provide immigration assistance/sponsorship to foreign applicants for this position.
Why join Ericsson?
At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world's toughest problems. You´ll be challenged, but you won't be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply?
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at hr.direct.mana@ericsson.com
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: Canada (CA) || Toronto
Job details: Service Delivery Manager