Dy Manager Customer Support

Overview
The CSM shall take ownership of the partner relationship responsible for ensuring the correct and proper delivery of Operations Assurance services as specified in the service contracted agreements with Aeris´s partners. As such, the CSM is fully accountable for delivering Service Level Agreement (SLA) fulfilment.
 What you will do:
 Operational Assurance Management
 
• Assurance of delivery performance based on the contractual Service Level Agreement, establishment and updating of Working Level Agreements (WLA) & Operational Level Agreements (OLA)
• Operational governance
• SLA/critical metric review
• Reporting, forecasting, improvement actions
 
Incident Management
 
• Perform hierarchical communications in case of major incidents and act as the single point of contact
• Co-ordination of management bridge during major incidents, regular communication up to resolution towards the partner management organization and alignment to/from Problem Management
 
Problem Management
 
• Ensure that Problem Management activities are efficiently performed
• Co-ordination of Problem Management reporting, follow-up and alignment with the agreed governance model
• Support with co-ordination of partner approval for solutions to be implemented as part of the Problem Management process
• Tracking and follow-up of external Root Cause Actions (RCA)
 
Preventive Maintenance
 
• Secure that the preventive maintenance plan covers partner requirements and ensure partner approval when vital
• Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the partner
Service Delivery Efficiency
 
• Continuous drive for efficiency, improvements in automation and overall precision in service delivery
• Alignment and approval to support improvement plans requiring multi-delivery units
 
Introduction of new Services, Features, Functionality
 
• Support in defining the vital processes for the new introduction of a service for the new partner
• Work closely with other units to define critical metrics and SLAs associated to the new Service
 
Process Management
 
• Maintain and update inter-working processes both internally and partner focused e.g., emergency handling, procedure manual etc
• Work closely with IoT Process Owners to secure process improvements and organization to secure the right competence and dimensioning for upcoming projects
• Ensure all relevant information is communicated proactively to the partner
• Ensure exit criteria fulfilled at transition “handover process” from Project to Operations organization
• Follow-up on process improvements as a result of RCA analysis or critical issue actions
 
 Program Management
 
• Support towards program management for the delivery of partner-specific projects
• Project Governance – stakeholder in all tollgate decisions for projects for the designated partners
• Ensure entry (Tollgate 2) and exit criteria/handover (TG4) are met by project managers delivering towards the designated partners
 
 Other Responsibilities
 
• Secure support of partner segment business
• Assist in innovating, developing, and driving best-practice delivery and assurance governance processes for IoT business
• Co-ordination of Customer Satisfaction Surveys, Customer Experience Management measurements, or similar
 
You will bring:
 
Education
 
• BE/B.Tech/M.Tech in Electronics or Computer Science with through experience.
 
Industry Experience
 
• 12-15+ years of experience in Delivery/Operations/Customer Management
• Hands-on partner experience
• ICT/Telecommunication Solution knowledge
• Cloud and Managed Service Delivery & Operations experience
 
Job role competence
 
• Good communication and customer management skills
• Experience of interacting with customers
• Understanding and experience on Service Assurance and Service fulfilment
• Knowledge and experience on driving SLAs and KPIs
• Operations Delivery Management
• Incident Management
• Problem Management
• Preventive Maintenance
• Delivery Efficiency
 
Knowledge & skills
 
• ITIL 
• Financial Competence
• Knowledge sharing & Collaboration skills
 
Additional skill requirements
 
• Effective Leadership
• Partner Relationship Management & Focus
• Strong Doer
• Results Driven
• Relationship Management