Project and Service Delivery Manager (90K pa)

Our client a global ICT services org

To build peer relationships with the client and 3rd party vendors.
To be in support of the Regional Operations Centre in the processing and/or progression of Customer Faults.
To handle customer enquiries and complaints of a more complex nature to resolve non-routine queries or problems.
To implement smaller less complex projects to achieve the required business benefits and manages to budget, timescales and quality.
To provide project management support to the senior project manager/programme manager to ensure that project deliverables are successfully implemented.

Principal Responsibilities:

• To own and develop the Customer Relationship mainly at “peer level” with their designated customers and key suppliers.
• To act as escalation point / point of contact for the progression of Faults / Incidents on behalf of Regional Operations Centre ( ROC ) when required
• To assist with the provision of Customer Incident Reports as and when required
• Responsible for managing Service Delivery to the client, as well as building and enhancing a mutually beneficial relationship.
* To take lead responsibility for a specific project, manage project delivery and the associated resources, and act as the single point of contact.
• To ensure the appropriate change control processes are adhered too.
• To effectively manage a virtual team in less complex projects.
• To manage projects in accordance with specified project management guidelines or other agreed processes and develop alternative strategies for delivering success.
• To work with programme managers and colleagues across our client to ensure projects are successful and integrated with other programmes taking place across the company.
• To maintain excellent working relationships with all Account Teams, recognising and reacting to potential selling prospects.

Resources for which post holder is likely to be accountable:

People: Nil
Budget: Nil

Principal Working Relationships: (internal/external customers and suppliers)

Customers: External: our client's customer as prescribed.
Internal: Account Teams, Customer Service, Service Delivery, Product Lines, Billing Teams and Sales support functions.
Suppliers: Internal: As required and appropriate.
External: Account Teams, Customer Service, Service Delivery, Product Lines, Billing Teams and Sales support functions

Person Specification:

Essential Skills & Experience (key competencies)

Experience
Preferably educated to degree level or with appropriate vocational experience
Worked in a direct Customer facing environment for a minimum of 3 years
Good Networking / Telecommunications knowledge
Understanding of Project Management and Methodologies
Experience in project based solutions work including implementation
Understanding of our client's Products and their delivery

Skills
Have good interpersonal skills
The ability to build working relationships internally and externally
Excellent technical skills with network hardware including Cisco equipment
Ability to solve complex technical problems
Be prepared to work unsociable hours when required and present a professional image at all times
Be articulate and confident
Be a team player, but able to work unsupervised
Be a self motivator
Language Requirements Fluent English, spoken and written