Intelsat Hiring for Program Manager, Customer Service Delivery Job at Dubai Full Time

Your role in helping us shape the future:

The Program Manager, Customer Service Delivery works as a liaison between the customer and key internal stakeholders such as Network Engineering, Network Operations, Sales, and Customer Sales Engineering (CSE) to lead the on-boarding of new customers. The Program Manager, Customer Service Delivery is engaged from the pre-sales stage of the customer engagement throughout the delivery of the service, culminating with a handover to operational support.

Are you up to the challenge?

The Program Manager, Customer Service Delivery:

• Ensures Intelsat implements services based on customer service level agreement/contract and our standard concept of operations.
• Contributes to the continuous improvement of global customer experience by ensuring that all customer services are delivered on time, per specification and customer communication are managed in a professional manner, with expectations set and met.
• Acts as an escalation point for issues with existing processes that live in other departments such as Network Engineering, Network Operations, Finance, Sales, and Legal, during implementation of a service or changes to an existing service.
• Provides customer communications and support and utilizes customer information to identify trends to develop recommendations for actionable business strategies to drive customer retention.
• Adapts to and helps determine changes in process and function as new products are implemented and require service delivery.
• Supports related activities such as new services terminal qualification/certification and customer testing, trials and demos.

Can you drive these processes?

• Lead cross-functional teams to deliver services on schedule employing standard project management methodologies.
• Own the customer relationship and all related activities from order execution to service delivery completion.
• Ensure process governance is followed and report variations.

You should definitely have:

• A Bachelor’s degree and a minimum of five (5) years work experience (or an equivalent combination of education and work experience); seven (7) years preferred
• A command of soft skills (communication, interpersonal) to support interfacing with customers
• Demonstrated leadership and ability to influence and manage without authority
• Experience controlling change, managing risks and resources, and anticipating potential impacts
• Strong business decision-making, negotiation and presentation skills
• Experience in the management of the delivery of technology services
• Extensive experience of managing projects to service level and performance agreements
• Experience in effective executing on deliverables per terms of agreed contracts
• Ability to work effectively in a fast-paced and demanding environment, while adapting and adjusting to effectively handle changes in priorities and assignments
• Technical proficiency in one or more product types, e.g. Managed Services (Broadband, Mobility) or telecommunications with a satellite or communication service provider background
• Good written and oral English communication skills

It would be nice if you had:

• Advanced degree or post graduate training
• Project Management foundational skills – PMP or equivalent experience desired