Overview of Position:
The Service Delivery Manager role oversees the operations of satellite connectivity services and related technical support to Customers that achieve specific performance objectives in the areas of HSE, Service Quality, Billing Timeliness and Customer Satisfaction.
What you will do:
- Directs and controls the activities of employees and contractors related to the delivery and support of satellite connectivity services.
- Serves as a single point of contact (SPOC) operationally to customers, management, staff, contractors and vendors concerning the delivery and support of satellite connectivity services under one or more work orders, by geographic territory, or by other methods of clearly defining job scope. Provide first point of escalation for issue / conflict resolution between company and customer; escalate further to management as needed.
- Ensures that KPI's listed in the relevant SLA's are achieved and customer expectations for service quality, HSE compliance, timeliness and customer (user) satisfaction are exceeded.
- Responsible for managing customer needs effectively, both at escalation and non-escalation periods.
- Employ industry best practices for systems, processes and procedures in the delivery and support of satellite connectivity services.
- Manage any applicable billing changes for assigned accounts.
- Facilitate periodic (weekly, monthly and quarterly) service quality review meetings with customers covering incident tickets/resolution, fault trends, performance reports, service or support improvements, service quality, and service delivery processes.
- Provide reports to an agreed schedule (or on request), including management and account performance reports.
- Maintains change order documentation and manages subsequent changes to the network. Copies shall be filed at customer site and provider locations.
- Plan and coordinate periodic preventive maintenance activities required under the relevant work order for VSATs/sites within his area of responsibility.
- Advise customers of Sun Outage phenomena as appropriate.
What we need from you:
- Technical or Business related Bachelor Degree or equivalent experience required. Military experience may suffice.
- Solid understanding and proven track record utilizing standard ITIL methodologies is required. Proficiency in Microsoft Office Skills is required.
- Strong organization, tracking, follow-up and analytical skills with the ability to collect, access and report factual data and present logical conclusions.
- Must be an excellent problem solver and able to accommodate changing priorities and directions.
- Self-starter: seek out potential issues that aren't readily apparent. Able to effectively manage multiple projects/action items and function with minimal supervision is required.
- Strong interpersonal/relationship skills with the ability to work well with a wide range of people, including executive management, in a fast-paced environment.
- GVF certifications a plus.
- Overall VSAT communications knowledge to include products and services.
- Cisco networking professional certification preferred
Working at Speedcast:
At Speedcast, we want people that like adventure. Who are motivated by work that takes uncommon ingenuity and thinking outside the box. Who relish the idea of working in an industry undergoing massive transformation. If you want to be part of a global team responsible for connecting the world, then you're in the right place.
We're always pushing forward, never standing still. When people rely on you and your team to stay connected, it brings everyone closer together. We're united by the adrenaline of high-stakes projects and our love of getting the job done right. You will experiment, learn and grow here, right alongside us, every single day.
Find great opportunities to make an impact. We have a one team, one dream mentality. We work together to make great things happen. Working at Speedcast isn't just a job, it's a career that you can take to new levels.
Top reasons why people love working at Speedcast:
- Our global presence you get to work with clients and colleagues all over the world, in every continent
- Talented teammates your co-workers are the best and brightest in the industry
- Industry leadership be part od the latest advancements shaping the furture of communications
- Ability to develop skills work across departments to gain new skills and valuable experience
- Choose your environment we have an environment to fit your temperament. Choose between a traditional desk job or work in the field.
- Grow your career - Guide your career in the direction you want. Gain new titles and responsibilities through our internal promotion system.
- Work on diverse projects every day is different with our customers from a range of industries around the world
Speedcast is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, and other protected characteristics. The US EEO is the Law poster is available by visiting the below link:
https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
Speedcast does not accept or retain unsolicited rsums or phone calls and/or respond to them or to any third party representing job seekers.
Working at Speedcast:
At Speedcast, we want people that like adventure. Who are motivated by work that takes uncommon ingenuity and thinking outside the box. Who relish the idea of working in an industry undergoing massive transformation. If you want to be part of a global team responsible for connecting the world, then you're in the right place.
We're always pushing forward, never standing still. When people rely on you and your team to stay connected, it brings everyone closer together. We're united by the adrenaline of high-stakes projects and our love of getting the job done right. You will experiment, learn and grow here, right alongside us, every single day.
Find great opportunities to make an impact. We have a one team, one dream mentality. We work together to make great things happen. Working at Speedcast isn't just a job, it's a career that you can take to new levels.
Top reasons why people love working at Speedcast:
- Our global presence you get to work with clients and colleagues all over the world, in every continent
- Talented teammates your co-workers are the best and brightest in the industry
- Industry leadership be part of the latest advancements shaping the future of communications
- Ability to develop skills work across departments to gain new skills and valuable experience
- Choose your environment we have an environment to fit your temperament. Choose between a traditional desk job or work in the field.
- Grow your career - Guide your career in the direction you want. Gain new titles and responsibilities through our internal promotion system.
- Work on diverse projects every day is different with our customers from a range of industries around the world
Speedcast is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, veteran status, and other protected characteristics. The US EEO is the Law poster is available by visiting the below link:
https://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf
Speedcast does not accept or retain unsolicited rsums or phone calls and/or respond to them or to any third party representing job seekers.
