Technical Service Delivery Manager

Posting ID : B1008558455
Date Posted : 2012-05-03
Category : Technical Support Jobs

Job Title: Service Delivery Manager/Operations US
Department/Group:TechnologyPosition typo:Project/Full time?
Location:Date created:
Reports to: Operations Manager

ASPIDER is a rapidly growing company delivering MVNE services to mobile operators and MVNOs around the world. The company is an ASP, delivering hosted solutions form telecoms and internet datacenters to about 70 clients. We have approx 250 staff in four locations (Malta, Netherlands, Ireland and US). Our clients include Vodafone, T-Mobile, KPN and a range of brands for voice and M2M services. Our US buisness is growing rapidly and have a number of initiatives that require us to replicate systems here in the US. Culturally we have a startup mentality but are transitioning to a more traditional product approach. We need people that can drive change and handle pressure -- the faint-hearted need not apply.

Our US Office is in Salem, MA. Please consider your commute before applying.

Job Purpose: Responsible for overall service delivery process to MVNO clients. The SDMO will be responsible for all MVNO onboarding processes and ensure that all new software releases and updates are operationally ready for production enviroment.
The Delivery Manager is responsible for the Network and IT Delivery of new and/or existing products and projects in US. The role involves managing internal and 3rd party suppliers both hardware and software. The SDMO will be responsible for all SLA agreements between ASPIDER and the MVNO and the carrier customer.

Duties:
will perform all or part of the following -
•Building trusted relationships with key client staff
•Building trusted relationships with key ASPIDER support groups, i.e. IT, NOC, and others
•Leader in escalation management and communications
•Tracks and manages all customer problems
•Establishes product readiness criteria for new software and MVNO's
•Manages all SLA agreements and ensure that all we are meeting or exceeding customer expectations
•Track and report key KPI's and ensure we have plans in place to manage and mitigate issues
•Collaboration with all departments and driving customer satisfaction into the company
•Conduct monthly operations reviews with customers
•Identify and escalate key systemic product, process and customer issues
•Establish a consistent quality service delivery onboarding process for turn on new MVNO's
• Ensure that all processes are documented and updated as required
•Hire, train and manage customer facing support engineers
•Provide 24X7X365 customer support capability
Skills and Qualifications:
•BS/BA degree in Engineering or IT or equivalent combination of education and experience
•5+ years of solid experience in managing teams delivering technology implementations and involving multiple integrators in a mobile telecoms technology context
•Background knowlege of network design, application development and system architecture
•Experience working with and managing accross functional resources and vendors
•Ability to work in a fast paced, entrepreneurial enviroment, on multiple projects concurrently
•Track record of establishing and fostering a positive, productive team culture
•Understanding that the role is to enable and facilitate solution delivery NOT task or document completion
•Comfortable working closely with designers, developers and integrators as well as eexcutive management
•Ability to anticipate and build contingency plans
•Technical expert problem solving skills
•Ability to handle stressful situations with perseverance and professionalism
•5+ years providing service and support functions
•Excellent analytical skills and problems solving capibilities


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