Service delivery

Position Objective

Coordinate successful post sales service delivery for International Wholesale Customers according defined SLA and KPIs achievement with high level of customer satisfaction.

Key responsibilities

Delivery process coordination against time, quality and defined delivery KPIs.
Take coordination in delivery of allocated orders
Coordinate third party deliveries to achieve committed delivery time, mainly on German footprint, contacting German Servcie Units (German language is advantage )
Handling , reporting and escalating potential delivery risk
Create , coordinate and manage delivery related tasks accross delivery process of DT A.G.and National Companies
Liaison with technical departments and partners during implementation
Keeping customer communication rules during whole delivery process
Provide technical documentation
Timely and correct data population in CRM and other IT system is required

Key activities

Customer communication SPOC for allocated service delivery orders
Create and timely maintain service delivery tasks in local and umbrela delivery tools and CRMs according defined delivery process
Initiate implementation process
Identify and manage delivery dependencies and critical path
Proactively manage changes in delivery scope , identify and manage potential delivery risks
Ensure service related documentation is accurate and kept up-to-date at all times
Proactively update customer with any delivery milestone change and minimally by weekly base
Produce delivery related reports to customers or management
Timely and proactively handle customer escallations by creating necessary steps involving PMs or delivery management and update customer and management.
Build, develop, and grow customer business relationships vital to the success of the delivery
Ensure quality of practice meets customer requirements, legal obligations and organisational policy and procedures.

Dependencies

Reporting to : Head of Delivery WE
Cooperation with: Customers , Service Delivery PMs ,3rd party partners , local and international technical teams and delivery management team.

Essential Qualifications

Good orientation in area of telecommunication industry
Commitment to continuously updating own knowledge.
Proven expertise in planning and delivering service to clients
Technical background ideally in telecommunication industry is advatage ( IP , data transmission and telecommunications technology solutions in general)
Experience with IT systems , CRMs and task driven processes
MS office

Special Skills and Competencies

Must aspire to a culture of service excellence, always putting the customer, colleagues and company business at the centre of everything he/she do
Good documentation skills and attention to detail.
Good planning and problem-solving skills
Ability to multi-task efficiently
Proactive approach
Written and verbal communication skills German or English ( English is mandatory, both is high advantage ) .
Other languages are beneficial

Personal Aspects

Ability to handle stressful situations with perseverance and professionalism
Customer passionate
Must be able to work proactively
Good team player;
Highly motivated self starter;
Good relationship builder with strong diplomacy skills

Místo práce

Tomíčkova 2144/1, 148 00  Praha-Chodov, Česká republika

Obor

Telekomunikace

Pracovní poměr

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