Customer Delivery Manager

Job title:

Customer Delivery Manager

Company

M247

Job description

Company DescriptionCustomer Delivery ManagerLocation: Manchester, M15 5RLWorking Style: 4 days per week in the officeContract: Permanent, 40 hours Mon-FriSalary: Up to £45,000 per year DOESet WFH day – to be discussed at interviewHours – 08:30 – 17:00About M247Welcome to the M247 adventure! We’re not your average company – we’re a tight-knit crew of go-getters driving incredible growth together.What sets us apart? It’s simple: we hunt for the best and then equip them for success. Join us, and we’ll supercharge your career with the right skills and opportunities.Our vision? Picture M247 as your ultimate partner for digital innovation. We blend connectivity, unified communications, and a sprinkle of cloud magic to empower our clients to thrive in the digital era.But here’s the twist – we’re all heroes here. From day one, you’re shaping our tomorrow. So, ready to dive in? Your journey begins with that application – and who knows where it could take you in our vibrant team!PositionThe RoleThe Customer Delivery Manager will oversee a team responsible for the delivery and cancellation of various telecommunications services to business clients. This role involves working closely with customers, internal teams, and external partners to ensure the successful implementation and decommissioning of services. The ideal candidate will possess strong leadership, project management, and communication skills, with a deep understanding of telecommunications services and infrastructure.What you’ll do:Team Leadership:

• Manage and lead a team of delivery specialists focused on providing new services and cancelling existing services.
• Create a collaborative and high-performance team environment, promoting continuous learning and development.
• Set and monitor performance objectives, conduct regular reviews, and provide feedback and guidance to team members.
• Assigns workload fairly across the team to ensure positive outcomes for customers.
• Ensuring all departmental KPIs are delivered to the required standards.

Service Delivery Management:

• Oversee the entire delivery lifecycle of connectivity, voice, software, and cloud-based services.
• Ensure projects are completed on time, within budget, and to the required quality standards.
• Coordinate with internal departments such as Sales, Engineering, and Customer Support to align resources and efforts.

Customer and Partner Engagement:

• Serve as the primary point of contact for customers during the delivery and cancellation process, providing regular updates and addressing concerns.
• Work closely with third-party partners and vendors to secure necessary resources and manage their contributions to projects.
• Understand customer requirements and tailor delivery solutions to meet their specific needs.
• Hold regular service reviews with third-party suppliers to evaluate performance, address issues, and ensure alignment with company standards and customer expectations.

Customer Service:

• Ensure high levels of customer satisfaction by proactively addressing client needs and resolving issues promptly.
• Conduct post-delivery reviews to gather feedback and identify areas for improvement.
• Build and maintain strong customer relationships, fostering trust and long-term engagement.
• Ensure all customer service queries are handled promptly and to the highest standard.
• Develop and implement customer service policies and procedures to enhance customer satisfaction.
• Resolve escalated customer issues and complaints efficiently.

Process Improvement:

• Identify opportunities to enhance delivery and cancellation processes, increasing efficiency and reducing costs.
• Implement industry best practices and standardized procedures to ensure consistent and high-quality service delivery.
• Monitor key performance indicators (KPIs) and initiate corrective actions to achieve desired outcomes.

Reporting and Analysis:

• Prepare regular reports on team performance, customer feedback, and service delivery metrics.
• Use data-driven insights to inform decision-making and strategy development.

RequirementsKey personal skills needed:

• Demonstrable experience in project management or service delivery within the telecommunications industry.
• Proven experience in managing teams and delivering complex telecommunications projects.
• Strong understanding of connectivity, voice, software, and cloud-based services.
• Excellent communication, negotiation, and interpersonal skills.
• Proficiency in project management tools and software.
• Ability to work under pressure, manage multiple projects, and meet tight deadlines.

Other informationYour package and perksAt M247, we go beyond the pay check to bring you a package of perks that truly enrich your journey:🌴 Time to Unwind: Enjoy 25 days holiday + bank holidays, with the option to top up through our holiday purchasing scheme.💪 Wellness First: Our Healthcare Cash Plan and PERKS program make sure your well-being is a priority.🌟 Assured Care: Company Life Assurance offers security and peace of mind for you and your loved ones.🏦 Plan Ahead: Our Company Pension Scheme lays the foundation for a strong financial future.📚 Learning Path: We support your professional growth by helping you attain relevant qualifications.👩👦 Family Matters: Enhanced Paternal Leave ensures you never miss those important family moments.🤝 Support System: The Employee Assistance Programme is here whenever you need a helping hand.🚀 Ignite Your Potential: Our dynamic environment fuels growth and innovation.This is just a glimpse – your journey with M247 is about to be a whole new adventure. Welcome to a realm where rewards redefine work!All applicants, regardless of gender, ethnic background, sexual orientation, age, religion, socio-economic status, or any other factor will be treated equally and fairly in the application process.

Expected salary

£45000 per year

Location

Manchester

Job date

Sun, 18 Aug 2024 00:33:36 GMT

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