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Service Delivery Manager

Hansen Technologies



Location Work from Home - USA
Employment Type Permanent Full time

Hansen Technologies is a global tech provider of billing, data management and customer care solutions servicing the Utilities, Pay TV and Telecommunications industries. A growing company with 31 offices around the globe delivering billing solutions to customers in more than 80 countries. We are looking for a strong Service Delivery Manager to support the PRV business line.

Responsible for the successful support Account Management and Operations on existing Customers. You will understand the customer business goals and the solution that is / was defined and delivered to address them.

Key Accountabilities:

  • 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 adoption at the customer, making recommendations for service improvement and implementing those improvements to the satisfaction of internal and external 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 maximize 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. Maintain good relations with Client and Account Manager and keep them aware of the status of the planned release schedule.
  • 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.

Experience:

  • Experience in working in medium to large support / delivery teams (>25 team members)
  • 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.
  • Experience in the telecommunications BSS / OSS layer is desirable.
  • Travel to customer sites is required

EEO/M/F/D/V - Please note that we will not be offering sponsorship for this role

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Hansen Technologies - hurtigt overblik


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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