Location: Onsite in Lisbon Portugal (Hybrid model after 15 weeks of onsite training)
Employment Type: Permanent
We are collaborating with a leading tech company in Lisbon that is actively seeking a proactive and detailoriented Service Delivery Manager.
Key Responsibilities
- Service Management Reviews: Partner with key client stakeholders to establish and maintain regular service management reviews ensuring that services and performance align with the clients business goals.
- Contract Oversight: Coordinate regular contract reviews documenting any potential changes or decision points and providing updates to the account team for further action.
- Customer Health Monitoring: Maintain a comprehensive view of customer health conducting regular reviews with key stakeholders to address any issues identify future opportunities and ensure contract compliance.
- Customer Enablement: Manage customer enablement duties including overseeing provider portals training access requests and addressing ongoing customer needs.
- SLA and KPI Management: Assess service levels conduct trend analysis and provide detailed reporting. Collaborate with service assurance delivery and finance teams to recommend and implement service improvement plans when necessary.
- Process Enhancement: In collaboration with Operations Service Delivery and the customer continuously seek opportunities to enhance processes streamline operations and drive collective performance improvements.
What We re Looking For
Qualifications:
- Education: Bachelors or Masters degree in a related field.
- Language Skills: Fluent in French and English (C1 level or higher).
- Experience: Proven experience in Customer Success Account Management or a similar role preferably within the Telecom Finance or BPO sectors.
- Skills: Strong experience with service management reviews contract review and account management customer enablement and performance reporting.
- Mindset: Detailoriented with excellent organizational skills and the ability to manage multiple priorities in a fastpaced environment.
What We Offer
- Stability: Permanent contract with a competitive salary.
- Comprehensive Benefits: Private health and life insurance from day one.
- WorkLife Balance: Standard working hours from Monday to Friday with a hybrid work model available after completing 15 weeks of onsite training.
- Meal Support: Meal allowance provided on a card or voucher for your convenience.
- Growth Opportunities: Engage in a dynamic work environment with ongoing opportunities for professional growth and development.
Are you ready to take your service coordination and client management skills to the next level Apply today!
contract review,customer success,bpo,customer satisfaction,customer service management,french,customer success management,reviews,customer enablement,telco,service management reviews,management,account management,customer,legal contract review,performance reporting,training,reporting,service delivery,service level management,service levels,finance,key account management