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Service Manager
2018-06-25 19:28:32| Space-careers.com Jobs RSS
Where others see barriers, we see opportunities. Do you enjoy helping customers experience breakthroughs in their business? Do you stay attuned to your customers needs and visions? Do you like to work openly and supportively together with your colleagues and customers? Our work involves many different minds and skills, it cant be done alone. Its a great time to be part of SES. SES is the worldleading satellite operator providing endtoend communication solutions. SES leads across new technologies in video, fixed data, mobility and government We are a team of people from around the world working together to make a significant difference in the world. As a part of the SES Networks team, you will play an integral part in delivering on our vision to bring differentiated networks and services to our customers, and grow our business with exciting customers, and become the worlds leading provider of global, satelliteenabled, data communications services. SES Networksthe only network provider with a multiband, multiorbit infrastructuredelivers end to end managed networking solutions through the companys robust global services capability, providing maximum value to customers across industries and geographies. SES Networks Helps close the digital divide by connecting people in the most remote and difficult to connect places around the world. Makes it possible for people to stay connected while flying 10km high on a commercial airplane. Provides extensive satellite coverage across all the worlds seas and oceans via dedicated mobility beams. Works together with our partners to develop new standards and technology, use intelligent analytics to optimise capacity utilisation and user experience. Service Manager Burkina Faso Ouagadougou Your mission In this customer facing position, you will be responsible for direct interaction with the customer while leading the effort to implement, operate and maintain SES services that are delivered to customers in West Africa, within the Governmental and Institutional Segment. You will own the customer relationship on behalf of SES from the presales closure to the service delivery, with ongoing operations and maintenance support. You will be responsible for maintaining operational performance and SLAs, understanding the customers expectations and driving the quality of service to maintain and enhance revenue. This specific Service Manager position will play an important role in maintaining and developing business with the Burkinabe Government, as well as with other governmental customers in West Africa. Your responsibilities Work closely with the Sales and commercial teams, support the attraction of contracts by supporting the various Request for Proposal RFP phases like proposal preparations, proposal handover, contract negotiations Operate on behalf of SES as the main point of contact to the customer to maintain a strong relationship and to ensure that a consistent high quality service is provided Lead projects with direct and frequent collaborative interaction with the customer Manage, plan, and execute the rollout of new services along agreed service dates with the objective of customer satisfaction as well as associated revenue delivered on schedule Oversee the operations delivery and maintenance support including periodic preventive maintenance activities to customers with the intent to achieve specific performance objectives Report on service rollout and operations status to the customers and internally to all SES stakeholders Work within SES to ensure that SLAs andor KPIs are achieved and customers expectations for service quality, resolution timelines are met Facilitate periodic service quality review meetings with the customers to review incident ticketresolution, fault trends, performance reports, service or support improvements, service quality and service delivery processes Communicate to the customer in a prompt and timely manner all planned service outages Act as Voice of the customer and provide feedback to SESs Product Development, Engineering and Asset Management departments on requested features, enhancements as well as technical challenges Understand what each customer values the most in terms of customer support and ensure customer monitoring and support requirements are defined and integrated into the Network Operations Center. Participate in developping best practices processes that enable the operations team to perform their responsibilities more efficiently Own the customer specific PL by coordinating the budget setup and followup, procurements, installations and handovers Promote SES products and services in the satellite Industry and related markets Travel as required for promotion and project realization purposes Your profile Master of Science degree preferably in Engineering, Technology, Computer Science or Information Systems A minimum of 5 years relevant experience in a project management, business management, service delivery andor account management role Deep understanding of the IP domain, hands on knowledge of the implementation of satellite based networks. Knowledge in terrestrial networks would be considered as an asset Experience in managing and executing a PL Budget Proficient in Microsoft Office skills, including Microsoft Project PMP or ITIL certification would be considered as an asset Experience working with institutional, defense and international organizations would be considered as an asset Strong communication skills verbal and written and presentation skills analytical sense and ability to synthesize Interpersonal skills to work in a global multicultural and crossfunctional team Strong organization and coordination skills Service oriented and business minded Strong drive to get things done Ability to work in a fastpace environment, under pressure, to make decisions and adapt to change Ability to anticipate and mitigate risks Innovative spirit Ability to work independently with minimal supervision Fluency in English and French is mandatory any other language is considered an asset Willing to travel internationally We offer you A diverse workplace. For SES, diversity is more than a question of gender or race we welcome different minds and different skills. An exciting job opportunity in a fast moving and fascinating industry. Our technology is launching into space on the next generation of rockets. Opportunities to further grow and develop in a global and growing company we believe lifelong learning is key to bring the best of SES worldwide. A competitive compensation package linked to your performance, and further supplemented with attractive benefits. SES is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. Apply HERE
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