Job type: Voltijds

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As our Service Delivery Manager, you will:
  • Oversee Global Service Delivery activities for your customers to Ensure Services Objectives are met within SLA and Quality
  • Conduct period reviews with customers to follow-up on reported Incidents and specific requests
  • Organize Major interventions, such as system upgrades, configuration changes and preventive maintenance on Customer Networks
  • Communicate with all levels of engineering and operations management on technical solutions
  • Ensure technical and operational alignment between the customer and various internal departments
  • Be the first level of hierarchical escalation for customer complaints related to delivered services
  • Represent the customer in the Global STE iDirect organization
  • Work independently and seeks creative solutions and alternatives to unusual and difficult problems
  • Standardize Service Metrics and best practices for Service Delivery activities
  • Provide consistent thought leadership
  • Drive continuous improvement in tools and processes in the scope of Service Delivery
  • Keep track of lessons learned and shares those lessons within the organization
  • Inspire coworkers to attain goals and pursue excellence
  • Provide status reports and deliver presentations to leadership team and other stakeholders
As a prerequisite to become a Service Delivery Manager you:
  • Hold a bachelor’s or master’s degree in Engineering (Computer Sciences, Telecommunication, Aerospace, ...)
  • Have relevant experience in a technical support, system engineering or project management role
  • Have practical knowledge and/or working experience in one of the following areas:
  • Broadcasting and contribution to radio and TV content (DTH, DVB, DSNG, MPEG,…)
  • Computer systems, network systems and broadband access (TCP/IP, VoIP, VPN, QoS,..)
  • Satellite communication, ground stations, RF, link budgets, VSAT, …
  • Are conversational in English
  • Continuously strive for Customer Success
  • Love to communicate with a broad range of technical experts and to share information
  • Are inquisitive and like to learn daily
  • Able to understand, track, drill-down and question activities and issues in all functional areas.
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Deadline: 15-10-2023

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