ROLE DESCRIPTION SUMMARY The Manager, Customer Service Delivery is responsible for ensuring the teams under his responsibility provide a high level of customer support and service provision, leading to the delivery of best in class services on the SES satellite network in accordance with KPI’s as specified by the organisation.
You are is responsible for ensuring your teams are equipped with the required resources and skills sets needed to fulfil this task The position is responsible for ensuring compliance with customer service level agreements and the fulfilment of customer expectations PRIMARY RESPONSIBILITIES / KEY RESULT AREAS Management of the Customer Service Delivery shift teams in Betzdorf, which is primarily, but not exclusively, responsible for the delivery of high quality Direct-to-Home Video services on the SES global satellite network, with a target availability of 99.
985% Responsible for the timely delivery of high-quality managed services from the Betzdorf facility, in accordance with business requirements Develop processes, procedures and systems to improve efficiencies in the operational areas.
Be innovative and drive initiatives in the development of infrastructure, framework and processes to support Operations concept.
Work closely with engineering departments to deliver these developments Develop customer relationships by supporting customer meetings and attend customer events Maintain Opex budget, seeking savings and efficiencies where possible without affecting operational integrity.
Ensure all project-related expenses are properly tracked and allocated. COMPETENCIES Demonstrate a strong sense of vision to support the attainment of all operational objectives and business goals Strong communication skills Self-driven, innovative mindset Analytical skills with a strong aptitude for a systems approach to problem solving Objective, rational and multidisciplinary thinking Ability to schedule and coordinate complex operational tasks and projects Ability to maintain strong relationships with internal and external stakeholders QUALIFICATIONS & EXPERIENCE An engineering degree or equivalent academic / professional qualifications At least 10 years of professional experience within a payload operations, satellite engineering or managed service environment, with a background in technical operations management Excellent knowledge of DVB technology and implementation A proven track record of managing and motivating a team of engineering and operational experts, collegially operating at senior staff levels and across departments Demonstrated management skills in a multicultural environment Management of complex and multifaceted global projects, involving external parties Excellent written, verbal and presentation skills in Eng...