Job Description

Job Description
Seeking Service Delivery Manager for 6 month contract to lead the overall delivery of telecommunication services for clients within given accountability ensuring deliverables are met.

• Ensure appropriate governance is in place across the aligned accounts and that governance framework evolves in line with changing client and business need.
• Own and manage the executive client relationships including VP and above - Client Relationship Management.
• Partner with client sales peers to support business development opportunities, support the development of the go to market strategy and grow profitable revenue.
• Oversee generation of sales leads withing aligned accounts.
• Operational incident escalation - provide mangement oversight for executive escalations from sales and customers.
• Provide overall leadership and coaching for all employees through regular engagement with their teams to assure their sucess in managing clients' services.
• Assure the execution of the client's contract obligations through governing and reporting on agreed Service Level Agreemnts (SLA) and ensure client outcomes are realized.
• Lead the service relationship surveys, monitoring feedback and their Net Promotor Score (NPS) and driving continuous improvement.
• Ensure a risk management strategy is in place, all risks are recorded, monitored, and actioned to minimize the impact to the clients, employees and the customer.
• Provide leadership to cross functional matrix relationships through close connections with various leaders and peers across the organization to remove bottlenecks in operations, obtain support for escalations and drive pipeline opportunities.
• Meet or exceed committed goals to client B2C Metrics.

Requirements

5+ years is leadership role in telecommunications industry.

Benefits

Benefit Package includes:

• Paid Sick Time
• Insurance for Medical, Dental, Vision and Life Available
• 401(k) including Employer Match
• FSA & HSA, Short-term & Long-term Disability Available
• We are an AA/EEO/Veterans/Disabled employer.

ePATHUSA, Inc.

Job Tags

Contract work, Temporary work,

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