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Client Delivery Manager

Date: 04-May-2021

Location: Malaysia, Malaysia

Company: Singtel Group

 

Position:                                  

 

Client Delivery Manager

Report to:

Client Delivery Director - RDC

 

 

Sub ordinate:

N/A

 

 

Responsibility:

  • Provide post-sales service support to Optus Business customers that includes customer service and consultancy functions.
  • Report locally to the ICS Senior Operation Manager in the RDC, and indirectly to an Australian based Client Delivery Manager (or Client Delivery Director - TBC).
  • Work directly with their assigned clients and internal Optus teams to provide end to end services management covering all aspects of service delivery including SLA management, contract management, capability development and identifying and delivering initiatives for innovation.
  • Act as a “Champion” for the customer, actively seeking to improve Optus’ services, investigate recurring incidents, make recommendations for achieving operational improved outcomes, provide instruction and training to customers on how to use Optus’ self serve portal to extract reports and network statistics for themselves.
  • Accountable for the following areas within a managed Telecommunication and ICT environment:
  • Functional
  • Support all client specific Continual Service Improvement Plans
  • Ensure appropriate service reporting is available to their client base
  • Actively participate and collaborate with CDM’s and/or Account Managers for future growth within assigned client base
  • Collaborate, work with and manage internal workgroups to achieve outcomes for assigned portfolio
  • Educate and support Account Managers and Clients in ICS Process & Operations
  • Analyse and follow up with improvement planning
  • Delivery reporting, weekly/monthly
  • Partner and Supplier engagement
  • SLA performance and achievement
  • Technical knowledge and understanding of:
  • Enterprise Voice & IP Telephony
  • Contact Centre
  • Understanding of telecommunications and basic functioning of networking data services
  • Some understanding/knowledge of Cloud, DC and collaboration solutions
  • Wireless network
  • LAN & WAN
  • Capabilities in:
  • Service Management (construct, governance and performance)
  • ITIL v3
  • Understanding of Contracts Management
  • Knowledge of 6 Sigma or Lean and/or Project Management
  • Engagement in Service Desks, enterprise service tools
  • Leadership, Accountability, taking responsibility for actions of others
  • Manages Operational, commercial and reputational risk
  • Presents Optus coherently to a customer through the entire lifecycle of engagement

 

 

Authority

Not applicable

 

 

Minimum Qualification

Typically tertiary qualified (i.e University Degree/Diploma) or relevant business/technical qualifications.

 

Experience and Skill Requirements

  • Minimum 5 years’ experience working in a Technical and or Service Delivery team within an in an ITIL environment
  • A strong history in data analysis and report writing for executive view
  • Strong customer focus.
  • Strong influencing and persuasive ability
  • Experience with Call Centre, Service Desk, Database management and Billing related technologies and their potential application to provide end to end delivery of service to customers.
  • Advanced analytical interpretation skills and problem solving skills
  • High level Communication Skills: (Verbal / Written / Presentation)
  • Conflict Resolution Skills
  • High level communication and negotiation skills suitable for use in coaching and counselling situations
  • Enthusiastic team player
  • Excellent communication skills, including interpersonal and technical skills
  • Excellent time management and organisational skills
  • Analytical and problem solving skills
  • Follow Procedures and take pro-active approach to drive improvements
  • Attention to detail
  • Resilient to problems and setbacks.
  • Takes ownership
  • The “WOW” factor – motivation, energy, drive, and enthusiasm
  • Impeccable written and spoken English
  • Strong communications (written and spoken) and presentation skills
  • Experience in a Telco and / or ICT environment
  • Extremely well organized with some Project Management skills
  • Advanced Relationship Management Skills
  • Behavioral (e.g. negotiation skills, presentation skills,)
  • Customer Focused
  • Time Management & Prioritization Understanding
  • Highly initiative and resourceful
  • Problem Identification and Solution
  • Listening and Organising – Ability to understand, organise and analyse to ensure sound outcomes
  • Logical and analytical thinking
  • Ability to work effectively with little supervision or direction

 

  • Personal Qualities:
  • Demonstrates Integrity when working with customers and colleagues
  • Creates an environment of openness
  • Leads others in setting behaviors
  • Develops strong relationships and is trusted by others
  • Self-motivated – doesn’t wait to be told what to do
  • Organised and efficient

 

Kindly be informed that only shortlisted candidates will be notified.