Title:

EUROPEAN SERVICE DELIVERY MANAGER - INTERNET SERVICE PROVIDER - ISP

Location:

London-Central

Salary:

GBP 55,000 to GBP 65,000 per year

Description:

KEY RESPONSIBILITY AREAS: Efficient and qualitative order management for European customers Provide regular reporting to European sales on order and delivery status for respective European customers Line management and virtual management of the European Order Management teams UK and Euro respectively. Closely align with European sales in order to anticipate service delivery on key customers and large projects Support European account management on strategic European customers, to be decided with European sales Assist in defining order processes for large European customers Provide sales support to European sales (DSL checks and respective pricing, quotations from third party providers,etc.) All Pan European Invoicing Producing accurate and timely invoices in respect of orders placed and delivered Systems evaluation and requirements UAT user acceptance test criteria for all IS platforms to be provided in to Service Delivery. UAT for any integrated UK and euro processes. Evaluation and definition of new product introduction from a Service Delivery perspective. Ensuring all Project Management documentation and methodology is followed and reported as appropriate. Customer relations Establishing good relationships with customers throughout the ordering process. Respondingeffectively to external customer enquiries by email, telephone & face to face Reporting - Monitoring and reporting on order completions/delays and cancellationsESSENTIAL EXPERIENCE: +5 years Proven Project Management experience within a Telco or supplier environment +5 years of Commercial Management within a Telco or supplier environment Experience of delivering bespoke Pan European solutions. Experience gained in a customer facing, operational environment is important as is experience gained in a role relatedto processing financial transactions, including understanding of billing principles. Experience of handling more complex customer ordering and billing services Experience of line management of 10+ staff Fluent in 1 other European languageINDUSTRY KNOWLEDGE:Strong understanding of: ATM/FR concepts, protocols and RFCs DSL concepts, protocols and associated RFCs. VLAN concepts, interfaces and topologies MPLS IP/VPNs concepts, protocols and topologies Euro carrier wholesale org knowledge and delivery processes.PRODUCT & SERVICES KNOWLEDGE:> Builds immediate rapport.> Demonstrates understanding of customer requirements with questioning to obtain full information.> Is responsive, professional & courteous with both internal & external customers.> Develops strong relationships with suppliers, internal and external.> Is able to articulate clearly the euro product portfolio and consult accordingly.RAPPORT BUILDING:~ Creates clear lines of communication within the team and between interfacing areas.~ Quickly and accurately interprets information, actively listen and ask relevant questions to gain understanding andclarification.~ Be able to effectively gather and present accurate information both verbally and in written formatCOMMUNICATION:# Is able to work effectively with high volumes of data.# Possesses basic analysis skills.# Effective questioning to obtain relevant data.# Determines quickly the appropriate course of action from data trends.# Possesses strong attention to detailNUMERICAL & VERBAL REASONING* Is able to meet deadlines and commitments by effectively prioritising/multi-tasking own workload. Adopts a methodicalapproach.PLANNING & ORGANISATION:+ Demonstrates a high need to achieve, setting high standards for self.+ Committed to the value of own role, takes initiative and focuses on improving performancePERSONAL MOTIVATION:- Demonstrates a high level of determination to manage issues through to resolution.- Is proactive in recognizing when action is appropriate to ensure successPERSONAL OWNERSHIP:< Is highly regarded by team members and others. Considers impact of own actions on othersTEAMWORK:^ Must work well with others as well as using their own initiative