南京招聘

Objectives
To work for an efficient service organisation and to be an interface inside and towards Operations in the Units and Global Service Centres, to give support and to get cooperation and understanding. (From Reference for Overall)
Responsibilities
- The SDM manages the customer interface with respect to all Managed Services delivery.
- This involves to control Managed Services Contracts, monitor that all services are delivered according to contractual commitments through the line organization and to provide feedback on delivery performance back into the organization.
- Full responsibility to ensure that all Managed Services costs are forecasted according to existing financial processes.
- Based on the sales and the cost information regularly monitor Managed Services profitability.
- The SDM is also responsible to, during the daily activities, actively discuss and identify new and future service needs with the customer and to convey this information to the Service Account Manager, SAM and/or Key Account Manager, KAM.
- Be responsible for the Escalation Management towards the customer in emergencies or other urgent situations.
- Work closely with line managers to identify areas of competence development in line with the changing needs of the business
Main Tasks
- For the appointed customer, serve as the main customer interface and customer responsible for Managed Services in order to strengthen the customer relationship.
- Being the main KAM/SAM interface for Managed Services delivery issues (service quality, service level, new business prospects etc.)
- Perform periodic meetings with the customer for follow up on all Managed Services issues like statistics, pending issues and improvements.
- Ensure that the exit criteria are met for any Managed Services delivery.
- Determine actions to improve service related customer satisfaction and secure that they are being implemented.
- As a customer advocate, assist the delivery team with priorities on the work to be performed.
- Ensure that all forecasted costs are reported in SAP (or in adequate reporting system).
- Maintain close contact with Service and KAM controllers to ensure high financial awareness, control and proper financial reporting.
- Operates defined process with finance control function to provide regular Managed Services delivery cost information.
- Follow up the quarterly Profitability Report on Managed Services Contracts.
- Periodically monitor the reported costs on each Managed Services contract in SAP (or in adequate reporting system)
- To establish and update/maintain the Procedures Manual in co-operation with delivery units, SAM and customer.
- Ensure that all metrics and statistics of the delivered services required for invoicing are provided to SAM by the agreed date of invoicing period.
Required Skills and Competences
- Adequate degree in Business and/or telecommunications.
- At least 4 years of experience from Customer Services within the Telecom or similar industry.
- Good general knowledge of products and systems in the customer’s network.
- Fluent in written and spoken English language.
- Good knowledge and understanding of the appointed customer’s business situation.
- Very good knowledge and understanding of applicable parts of the Customer Support and Managed Services product portfolio.
- Customer Relation Management (CRM) skills
- Getting certified in SDM Certification program in every three years.

Requirements:
1 .Strong communication skills.
2 .Good read and written in English.
3 .Ability to learn new technologies quickly; Self-motivated.
4 .Adapt to travel.
5.College’s degree
接收简历的邮箱：jobs@whericsson.com

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