Company OverviewCompany is a global leader in digital security, working in over 180 countries.
Specialties rage from payment to enterprise security, Internet of Things, Digital Security, SIM cards, payment services, smart cards, Data encryption, Mobile Financial Services & NFC, Software monetization. They provide technologies and services to enable businesses and governments to protect data on personal devices, connected objects, the cloud, and in between.
Job DescriptionFUNCTION: Technical support account manager (SERVICE DELIVERY MANAGER) Operated Services
Ensure customer satisfaction by handling services delivery of hosted solutions in the respect of the Service Level Agreement (SLA) and maximizing the service profitability.
Drive services by ensuring customer satisfaction, committed time and quality, project profitability and company interests.
Attend Kick-off and support and maintenance handover meetings to understand project scope and clarify the deliverables status
Provide Operational Requirements to Delivery team
Review contract (Service Level Agreement), and other documents in order to operate services to customer
Lead Production engineer / Production expert to match customer expectations
Maintain quality by leading offshore Technical support teams in working to handle customer maintenance and support needs
Be the escalation entry point for customer
Manages relationship with customer ensuring satisfaction
Be the main Point of Contact with customer for daily relationships
Provide transparent and fluent communication with customer
Organize periodic meetings
Perform regular reporting to customer
Manage Q&A sheet with customer
Manages Operated Services Delivery project
Trace project progress and profitability
Ensure project milestones/deliverables
Perform timely reporting to managers internally
Continuously improve the quality of operation
Deal with change request from customer in cooperation with sales team
Performs change management control
Ensure changes comply with contract or KPI's
Communicate change to customer to get maintenance window
Requirements Preferred Candidates will have some experience of supporting/maintenance of telecom, network, data server, or embedded application.
Ability to lead L2 engineering teams overseas to ensure customer satisfaction for services of hosted solutions in the respect of the Service Level Agreement
Experience of the operation of hosted solution Application Service Provider with SLA
Experience of customer relationship management / communication
Experience of following up and the improvement of process
Experience with the multi-national and multi-site environments
Technical knowledge of solution business (e.g. carriers, network, data center, call centers, etc)