Service Delivery Manager, Cubic Telecom

• 8+ yrs regional Service Delivery management experience with impacting customer engagement
• Customer obsessed with excellent written, oral communication and reporting skills
• ITIL certified and leveraged in day-to-day activity
• Strong technical acumen to be able to understand Cubic’s technical solution and products, that allows the SDM to conduct reviews and to actively participate in technical discussions with the customer
• Strong Service Delivery Management acumen
• Ability to troubleshoot & solve complex problems
• Up to date working knowledge of IT hardware and software with strong knowledge of Connected Devices solutions
• Demonstrated ability to learn employer-specific software technical information, processes and applications quickly
• Customer 1st mindset

Desirable

• Primary Operational Account support to Cubic’s customers & associated brands in Europe
• Facilitate daily, weekly, monthly and quarterly triage calls with each Customer / Brand to ensure Cubic is performing to SLA
• Ensure Customer Connected Experience for all Customers and Brands across Europe Region is supported
• Identify and provide detailed resolution to customer inquiries that meets customer expectations and work proactively with customers to provide the best customer service
• Work closely with all Europe's regional MNO’s (Mobile Network Operators) to ensure a full rhythm of Business is in place and report regularly
• Work with the operational account team to ensure operational account excellence and the highest customer satisfaction is provided to customers, brands and MNO’s
• Oversee service delivery in region and recommend ways to optimize performance
• Conduct quality review of key PM tickets with Cubic L3 teams & ensure consistent high standards achieved
• Work closely with the Cubic Application Support team to ensure all SLA’s are met / exceeded across all customers and brands and where possible, provide guidance and solution to issues to local Application Support Engineers
• Live and lead Cubic’s core values
• Incident & Problem management ticket resolution, follow up with internal Cubic teams and providing detailed updates on RCA and fix to customers and brands
• Prepare appropriate documentation for all issues and associated solutions for the customer