Job
Service Delivery Manager

United Arab Emirates, Dubai – Full time – Apply before 07.09.24 Your Mission:

• Act as the main point of contact for customers that have operational services. To act as the voice of the customers towards internal stakeholders.
• Maintain customer’s peace-of-mind and satisfaction.
• Maximize the profitability of customers for Marlink

Main Duties:
The Service Delivery Manager reports to the Team Leader of EMEA - Service Management who directly reports to the Director of Service Management. She/He has a complementary role to the Operation Organization which is in charge of the day-to-day operation of the networks and the customers. She / He has the following roles:

• Manage the performance of the customer network and report internally
• Identify technical improvements and understand fully the customer design and demarcation lines with customer LAN
• Facilitate periodic (weekly, monthly, and quarterly) service quality review meetings with customers covering incident tickets, fault trends, performance reports, and service or support improvements.
• Be the voice of customers internally for all departments
• Act as the main communication channel with the customer (reporting, meetings, escalations, …)
• Support all delivery activities with the project team.
• Manage service changes, directly or with a project manager, i.e. installations, bandwidth upgrades, beam transitions, demobilizations, etc, and ensure handover of appropriate service documentation.
• Follow-up in close collaboration with the sales team on the invoicing situation and payment of customers with proper escalations through customer organization as well as collection teams within the Marlink group
• Coordinate with internal functional teams and customers on parts and field service dispatch activity
• Manage and track spare equipment, repair, and replenishment.

Qualifications & Professional Skills:

• Comprehensive and proven IT/Network and VSAT knowledge
• Proven and successful experience in service/ customer management
• Technical and commercial knowledge in Telecoms and IT for B2B/Enterprises and Satcom.
• Experienced in MS Office tools (Word, Excel, Power Point) and collaboration tools (Share Point…)
• Fluent in English (French or other languages seen as a plus)

Attitude & Interpersonal Skills

• Excellent communication skills
• Strong commercial/client orientation
• Self-motivated, result-focus, with the ability to work under pressure
• Team Player
• Open (to different opinions, to different cultures, to change)
• Trustworthiness

Other requirements

• Willingness to travel
• Capability to work in a transnational organization and to interface efficiently with virtual teams in Engineering, Finance, Marketing, and Sales.

We offer

• Competitive salary package
• Dynamic work model with hybrid flexibility
• Marlink Training Academy for professional and personal development
• Global mobility
• Equal opportunities employer
• Cultural diversity
• Attractive working environment in an international telecommunication company
• Private health care scheme