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Service Delivery Manager - EMEA

Hansen Technologies



Location Teddington London, UK
Employment Type Permanent Full time

Regional Service Delivery Manager EMEA

Hansen Technologies - Teddington TW11

With over 40 years of experience, Hansen Technologies is a leading global provider of customer care, billing software and data management systems across 80 countries with specialisations in the utilities and telecommunications industries. With 1500 people across 31 offices globally, our people bring a deep expertise, that drives innovation and ideas to ensure we deliver exceptional products and services.

The Role

We are seeking a Regional Service Delivery Manager EMEA located at Hansen’s offices in Teddington TW11. Responsible for the successful support, Account Management and Operations on existing Customers throughout the UK and Europe, you will understand the customer business goals and the solution that is defined and delivered to address them.

Your existing international service delivery expertise will be required to drive key customer topics to resolution and maintain a high level of customer satisfaction by consistently analysing and improving processes and interactions relevant to the delivery process.

Key Responsibilities

  • Manage a team within the operational area / Technical Support to ensure that it delivers against business objectives by providing direction and focus on client satisfaction.
  • Evaluate the changing needs of the service, liaising with internal and external stakeholders to identify areas for operational improvement and production, making recommendations for service improvement and implementing those improvements to the satisfaction of customers.
  • Ensure that the team observes and follows established processes, procedures and policies within remit of responsibility adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction.
  • Contribute to operational or business change projects from requirements identification through to user testing and implementation.
  • Reporting of release progress internally, including envisaged Issues and Risks, delays to schedules, and progress against (esp. manpower) budget, working closely with Project and Services Management.
  • Primary point of contact for Account Management with regard to ongoing activities at the Client, monitoring of project/release schedules, ensuring that agreed time frames are met and in line with the expectations of the Client.
  • Actively pursues escalated issue ensuring proactive resolution, and communicates project status/issues to business stakeholders and operational management.
  • People management responsibility under Technical Support, including quarterly wellness pulse checks, performance feedback and annual reviews.

Key skills and experience required

  • Experience in working in medium to large support / delivery teams.
  • 10+ years’ experience in IT/Project Management.
  • 2+ years of agile delivery experience and a deep understanding of agile practices.
  • Strong knowledge of software development concepts and methodologies.
  • Planning skills (to identify and evaluate business needs and opportunities).
  • Strong service orientation, with a genuine focus on driving customer satisfaction.
  • Demonstrated leadership experience, with the ability to develop, coach and empower a high-performance team.
  • A drive for continuous improvement - personally, professionally, and in a team environment.
  • Solid ITIL exposure, ideally with accompanying certified accreditation.
  • Experience in the telecommunications BSS / OSS layer is desirable.

Please only apply for this role if you have a legal right to work in the UK.
If you have any questions regarding the position, please contact Simon Duckworth – Talent Acquisition Partner EMEA simon.duckworth@hansencx.com

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Hansen Technologies
Hansen Technologies
HansenCX is a leading global provider of customer care, billing software and data management systems.

Placering
Nørre Havnegade 43
6400 Svendborg
Logo: Hansen Technologies
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