Service Delivery Manager

3 weeks ago

Dubai, Dubai, United Arab Emirates Precision Hire Solution Full time

About Us

We are a leading provider of advanced hybrid network solutions and digital technologies, helping businesses around the world to digitalize and optimize their remote operations.

Our teams work together across the globe, using innovation, expertise, and technology to bring systems and people together with a future focus. We push boundaries, combining unrivalled resources and expertise in field engineering with advanced digital technologies such as cyber security, IT, and cloud enablement.

We employ over 1500 people in more than 30 countries, serving customers in the maritime, energy, and humanitarian sectors. We believe in creating a culture where you can develop and thrive, driven by our commitment to excellence.

Your Mission:

  • Act as the main point of contact for customers with operational services, representing their interests towards internal stakeholders.
  • Maintain customers' peace of mind and satisfaction.
  • Maximize the profitability of customers for Precision Hire Solution.

Main Duties:

The Service Delivery Manager reports to the Team Leader of EMEA Service Management, who directly reports to the Director of Service Management. This role complements the Operation Organization, responsible for the day-to-day operation of networks and customers. Key responsibilities include:

  • Manage the performance of customer networks and report internally.
  • Identify technical improvements and understand fully the customer design and demarcation lines with customer LAN.
  • Facilitate periodic service quality review meetings with customers, covering incident tickets, fault trends, performance reports, and service or support improvements.
  • Represent customers' interests 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, including installations, bandwidth upgrades, beam transitions, demobilizations, and ensure handover of appropriate service documentation.
  • Follow up closely with the sales team on the invoicing situation and payment of customers, with proper escalations through customer organization and collection teams within the Precision Hire Solution 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, PowerPoint) and collaboration tools (SharePoint).
  • Fluent in English (French or other languages seen as a plus).

Attitude & Interpersonal Skills:

  • Excellent communication skills.
  • Strong commercial/client orientation.
  • Self-motivated, result-focused, with the ability to work under pressure.
  • Team player.
  • Open to different opinions, cultures, and 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.

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