Service Delivery Manager

Objective and Purpose 

The Service Delivery Manager is the regional single point of contact for customers and ensures that Ascom activities are in line with our strategic focus of customer experience. 

He/she ensures that client perspectives are understood and addressed by business leaders, resulting in improved delivery of products and services. The Service Delivery Manager is responsible for escalations with the Ascom customer. He/she acts as a facilitator to manage issues and move towards resolutions. This includes the overall responsibility for the overall management of problematic customer issues, identifying systemic and underlying problems and reporting to internal and external executives. 

The role is part of the customer service team (that reacts to customer issues) as well as the customer experience function (proactively improving customer service processes).  The Service Delivery Manager may also mentor or manage a small team. 

The job holder reports to:  Customer Care Manager

Key Tasks and Responsibilities 

Develop, evaluate, and implement strategies to gather and respond to client feedback 

Work with cross-functional teams to align customer interests with business objectives 

Identify opportunities to improve service delivery 

Provides direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and Ascom and simplifying processes 

Manage escalations to solve customer issues in a sustainable way by managing cross-functional groups 

Create action plans for escalation issues and identify specific owners of actions to be taken to ensure clear responsibilities and timelines 

Leverage strong relationships with Engineering Operations to effectively drive resolution of escalated bugs and technical issues 

Represent Ascom as a spokesperson towards the customer 

Develop and deliver lessons learned across the global Ascom network related to products, service quality, business processes, tools, policies etc. 

Proactively identify trends analyse existing gaps in processes, products and services to improve the quality delivered across different entities 

Be available after working hours, on weekends, and during holidays to manage escalation cases 

Visit customer sites on regular basis 

Qualifications and Work Experience 

5+ years applicable industry experience in support or delivery roles 

Experienced in a software technical support environment 

Experienced in managing & performing to contractual Service Level Agreements 

Strong customer service skills - experience in a customer facing role 

Ability to manage and negotiate at all levels including internal and external executive levels 

Excellent written and verbal communications, listening & negotiation skills 

Skills and Competencies 

Strong customer focus and service skills and deep understanding of customers’ business; ability to manage relationships and escalations with customers 

Technical expert in the use of networking technology 

Ability to engage others, provide a sense of urgency and follow-through on commitments 

Excellent in assertive communication and conflict resolution 

Strong ability to deal with sensitive information and appropriately communicate with customers 

High ability to influence others and facilitate difficult discussions 

Strong interpersonal and relationship skills, highly skilled in coaching and providing feedback