Service Delivery Manager (Bulgaria)


Sofia, Bulgaria

Reports To

Customer Services Director

Overall Job Purpose

As a part of the Customer Services team, the role is responsible for day to day management of global Customer Project Managers and Provisioning engineers with focus on Customer Experience. Mentor, guide and motivate the team to achieve excellent performance with a continuous improvement approach on KPIs, customer engagement, process & systems.

Working closely with peers and management on day-to-day effective process discipline and priority order management are key requirements of the role.

Key Responsibilities

Network Provisioning engagement

  • Manage provisioning tasks assignment and completion on time
  • Ensure provisioning process is followed and provisioning SLAs met
  • Prioritize and allocate provisioning resource based on customer or internal demand
  • Engage and escalate to equipment vendors where necessary
  • Lead in-depth troubleshooting and escalate issues affecting effective service provisioning
  • Manage capacity check task assignments and completion on time
  • Engage engineering team on network capacity constraints
  • Support Tech Sales, Products and Engineering on network efficiency programmes

Resourcing and support

  • Manage and coordinate staff resourcing
  • Act as an escalation point for both customer and internal escalations
  • Ensure processes are enforced to ensure smooth running of the team and identify problems and issues where they may hinder progress or negatively influence the customer experience
  • Ensure the team have access to administrative records and documentation to execute functions and ensure that internal policies & procedures are up-to-date, clearly communicated and well understood. Create new processes where necessary
  • Build and focus on supplier relationships to provide the company with the competitive edge and local awareness necessary for the fulfilment of the business

Team leadership & management

  • Lead by example Service Delivery Team and mentor, support and advice where needed
  • Motivate and coach each team member to achieve exceptional results
  • Maintain a positive mood in the Service Delivery Team with a proactive customer approach and willingness to learn
  • Set individual objectives based on the company strategy and review team performance
  • Address personnel matters within the team
  • Train the team on consistency and discipline in daily routines – like customer updates, meeting internal delivery SLAs
  • Work on “Customer-first” mindset withing the team and embrace positive change

Process & Systems

  • Constantly review internal service delivery processes and procedures and make improvement suggestions
  • Work on SOPs (Service Operational Procedures) based on service and product and train the team
  • Review internal systems functionality and suggest enhancements based on latest internal processes and procedures
  • “Lessons learnt” approach and process update in case of failure or jeopardy
  • Process automation through existing systems approach where possible
  • Continual Service Improvement mindset

Job Requirements

  • 10+ years network provisioning and service delivery/project management experience in telecoms or service provider supporting global customers and network
  • 5+ years management experience
  • Knowledge and experience in at least 2 network technologies – DWDM, SDH, L2 Ethernet, MPLS, IP, SD-WAN
  • Exceptional leadership qualities in managing global team with diverse cultures
  • Strong soft skills to work with multiple parties – customers, suppliers, engineers, Sales
  • Strong customer focus with keen interest to deliver exceptional customer experience
  • Troubleshooting skills on multiple network technologies
  • Degree in Electrical Engineering, Computer Science or Telecommunications/ Networking
  • Network industry certification – Cisco/Juniper
  • Project management certification is a plus
  • Familiar with network testing standards
  • Strong Communication and organizational skills with ability to influence and inspire teams
  • Able to work under tight deadlines
  • Able to manage conflict
  • Good listener, with attention to detail and seeing the big picture