Service Delivery Manager, Marlink, Dubai, UAE

This job is OPEN to APPLY for ALL Nationalities, unless otherwise specified.

Read the Job Description, and scroll down for "Details to Register for this Job" to APPLY...

About us

Wherever our customers are in the world, we help them digitalise and optimise their remote business processes using advanced hybrid network solutions and digital technologies.

Our teams work together across the globe, using constant innovation, expertise and applied technology to bring systems and people together with a future focus. We push boundaries. We combine unrivalled resources and expertise in field engineering with advanced digital technologies such as cyber security, IT, and cloud enablement.

Today, we employ 1500 people in over 30 countries, with customers in the maritime, energy, and humanitarian sectors. We believe in creating a culture where you can develop and thrive. Our commitment to excellence drives our success.

Your Mission:

    Act as the main point of contact for customers that have operational services. To act as the voice of the customers towards internal stakeholders.
    Maintain customer’s peace-of-mind and satisfaction.
    Maximize the profitability of customers for Marlink

Main Duties:

The Service Delivery Manager reports to the Team Leader of EMEA - Service Management who directly reports to the Director of Service Management. She/He has a complementary role to the Operation Organization which is in charge of the day-to-day operation of the networks and the customers. She / He has the following roles:

    Manage the performance of the customer network and report internally
    Identify technical improvements and understand fully the customer design and demarcation lines with customer LAN
    Facilitate periodic (weekly, monthly, and quarterly) service quality review meetings with customers covering incident tickets, fault trends, performance reports, and service or support improvements.
    Be the voice of customers internally for all departments
    Act as the main communication channel with the customer (reporting, meetings, escalations, …)
    Support all delivery activities with the project team.
    Manage service changes, directly or with a project manager, i.e. installations, bandwidth upgrades, beam transitions, demobilizations, etc, and ensure handover of appropriate service documentation.
    Follow-up in close collaboration with the sales team on the invoicing situation and payment of customers with proper escalations through customer organization as well as collection teams within the Marlink group
    Coordinate with internal functional teams and customers on parts and field service dispatch activity
    Manage and track spare equipment, repair, and replenishment.

Qualifications & Professional Skills:

    Comprehensive and proven IT/Network and VSAT knowledge
    Proven and successful experience in service/ customer management
    Technical and commercial knowledge in Telecoms and IT for B2B/Enterprises and Satcom.
    Experienced in MS Office tools (Word, Excel, PowerPoint) and collaboration tools (SharePoint…)
    Fluent in English (French or other languages seen as a plus)

Attitude & Interpersonal Skills

    Excellent communication skills
    Strong commercial/client orientation
    Self-motivated, result-focus, with the ability to work under pressure
    Team Player
    Open (to different opinions, to different cultures, to change)
    Trustworthiness

Other requirements

    Willingness to travel
    Capability to work in a transnational organization and to interface efficiently with virtual teams in Engineering, Finance, Marketing, and Sales.

We offer

    Competitive salary package
    Dynamic work model with hybrid flexibility
    Marlink Training Academy for professional and personal development
    Global mobility
    Equal opportunities employer
    Cultural diversity
    Attractive working environment in an international telecommunication company
    Private health care scheme

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https://marlink.com/job/116


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