Delivery Manager

Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.

• Strong Telecom Knowledge with Mobile and Fixed Network
• ITIL Certified/Knowledge
• PMP Certification
• Strong Leadership + Management Skills
• People Management Skills,
• Conflict Management
• Time Management
• Service/Quality Mindset,
• Analytical skills,
• Operations Management Skills
• Customer/Cross functional Stakeholders Management Skills,
• Excellent Communication and interpersonal Skills

Responsibilities

• Flawless execution of TPG MS Operation
• Transition and Transformation Drive to optimize the Opex and efficiency savings
• Continuous improvement/Six Sigma/Lean initiatives
• Weekly/Monthly/Quarterly governance with Region & Customer
• To improve the NPS/CTS score year on year for VHA
• To derive the additional scopes/new business to GDC from Region and Customer
• Built the strong relationship with Customer and Region for better and smooth communication.
• Strong end to end governance of VHA MS Operation and its service deliveries
• Governing Incident / Crisis / Optus JV incident management closely for VHA Operations.
• Delivery owner for ITIL Service process
• End to end SLA Owner for Service management layer
• People, Tools, competency and process governance for service management
• End to end TPG Communication and escalation management for TPG MS
• Weekly/Monthly/Quarterly Customer and Region governance & Continuous improvement initiatives
• Management of All Customer visits and Nokia Executive visits.
• Ownership and Execution of Transition and few transformation programs.
• To ensure Quality & Six sigma approach on all the Service delivery to Customer.
• To support GDC Management on BCP development and execution, CCMT management.
• Promoting GDC capabilities to Region and Customer to reap the new scope/additional projects.
• Acting as Second Level Escalation Contact for Region, Third party and Customer management.
• To work Closely with Customer management, Region management and GDC management on daily basis.

Main Objectives: -

• To meet 100% SLA / KPI Targets
• New Business additions
• New Projects integration to BAU Operations
• Incorporating the continuous improvement approach and bring the team to high performance team.
• Preparing the Business case and coordination with Onshore/RCM teams
• Automation/Digital Transformation Drive

Experience: 14yrs to 16yrs