The Service Delivery Manager for Mobile Solutions is responsible for ensuring the successful delivery of telecom solutions and services to clients. This includes managing the end-to-end delivery process, coordinating with various teams to ensure project deadlines and milestones are met, and maintaining a high level of customer satisfaction through effective communication and service delivery. The SDM will work closely with customer, attending 2-3 days a week in their facilities.Tasks and responsabilitiesLiaise with clients to ensure project requirements and expectations are clearly understood and met;Coordinate with cross-functional teams including sales, R&D, operations, and support to ensure seamless service delivery;Monitor project progress and identify potential risks or issues, and take appropriate action to mitigate them;Ensure timely and accurate delivery of services, including installation, testing, and commissioning of telecom solutions;Provide regular status updates to clients, stakeholders, and senior management;Conduct regular meetings with clients to review project status, identify opportunities for improvement, and ensure client satisfaction;Identify and implement process improvements to enhance service delivery and customer satisfaction;Provide comprehensive support and troubleshooting across VALID's products deployed in its customers.Provide on-premises support whenever necessary
Authorities:Define course of services and set up priorities when agreements with customers are not affected;Communicate with customers on status review and request engagement when necessary;Escalate internally when projects' goals are at risk;Organize conferences or F2F meetings with customers and internal staff;Approve projects' associated costs (if part of the initial budget). Any other is subject for management review;Contact with 3rd parties and discuss pricing, deliverables and schedule. Contract will fall at Legal's review;
Education: Bachelor or Master in IT or equivalent valuable experience
Minimum experience time: ~3 years of experience in Services management and technical support
English and Portuguese