Service Delivery ManagerHere at Three, we’ve done things differently since day one.We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better-connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a supercharged and rich learning environment. We want you to become the best version of yourself.Join us as aService Delivery ManagerThe Service Delivery Manager plays an important role in helping their customers achieve their business goals by acting as the intermediary between the customer and the business. Assisting in the implementation of state-of-the-art services and ensuring an excellent customer experience.As a senior customer facing specialist your primary purpose is to provide a centrally managed and dedicated support to our strategic business customers. Your key objective is to provide an unparalleled customer experience by seeking to continuously improve and simplify how we interact and support our business customers. This position requires excellent communication and influencing skills with the ability to interact across all levels of the business.This position will form an integral part of the business sales operations team.What else it involvesResponsible for the continuous improvement & simplification of all customer facing processes within the business team.Act as a focal point for Business for all major customer incidents and liaise with peers in the Business relationship & demand management team to resolve with agreed SLA framework. Communication of "service impact reports".Ensure all accounts receive the support they require through corporate sales, strategic care, ICT & the technical services desk.Provide dedicated support coupled with the rollout of the services across allocated accounts.Identifying sales & revenue opportunities on the account and feedback to ICT & account management as appropriate.Co-ordination and preparation of customer quarterly review packs.Attend customer meetings as scheduled or deemed necessary.Provide point of escalation for all hardware supply related matters.Responsible for the proactive development of solutions to maximise issue prevention for customers.Drive initiatives designed to improve customer experience& increase revenue. These will be both internal and customer facing e.g. enhancement of on-line capabilities, large porting projects, wireless leased lines, fixed installations, Managed WAN, Unified Communications etc.Promote the use of the online hardware management tool. Lead & drive on the customer configuration steps.Responsible for managing partners and vendors during in-life service.The skills we're looking forPrevious experience in a senior customer facing role within the Telecoms industryAbility to work on own initiative.Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.Should have strong influencing & interpersonal skills, with the ability to foster and build relationships within the business.Ability to own issues, drive these issues to meet completion targets.Demonstrate a complete customer centric approach.Excellent presentation and communication skills.Ability to change & drive engagements from a multi-product perspective, ranging from mobile, fixed, wireless leased lines, managed WAN, Unified Communications, CPN and IoT.Experience with internal Three systems – Salesforce, CRM Amdocs, TeradataProven team player in working with one`s peers to ensure delivery of optimal customer experience.Well organised and detail oriented.Strong desire to learn and work in a fast paced, changing environment.Full, clean driver license required.Technical Skills NeededAdvanced Excel reporting skillsAdvanced PowerPoint, Word and VisioExperience with Salesforce and HelixProject Management – PRINCE or PMI desirableITIL FoundationBenefits of Working at ThreeFlexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our Dublin Head Office (3 days office based per week)Competitive salary and performance based bonus5% equal employer pension contribution25 days holidays plus 2.5 company days annually#Annual Leave buy or sell (buy or sell up to 5 days AL each year)Private Healthcare Insurance through our flexible benefits programmeLife assurance (worth four times basic salary)Mobile phone with unlimited employee plan providedSubsidized canteenAccess to learning & development tools such as Coursera, and our internal learning platformFree on-site parkingThere’s a lot more to us than meets the eye.You may think you know us, but we’re full of surprises. Intrigued? Join us andBe Phenomenal.Apply now at: https://www.three.ie/careers#JobsAt Three, we are committed to diversity and inclusion. As Ireland’s largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this. We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves. If you do not ‘tick every box’ in this job description, you likely have other valuable skills that would make you a great fit for one of our teams. If you feel this role is for you, then please apply! #JobsIf you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email aoife.omeara@three.ie Apply now at Three, a Phenomenal career awaits!
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