Customer Delivery Manager (Telecom)

TL;DR

Customer Delivery Manager (Telecom): Drives end-to-end execution of managed services contracts, overseeing service delivery, managing care operations, and ensuring successful handling of cases and software upgrade deliveries with an accent on revenue and profit. Focus on maintaining and enhancing customer satisfaction and operational excellence.

Location: 41 Shortland Street, Auckland, 1010, NZ

Company

hirify.global is a company in telecommunications, information technology, and consumer electronics.

What you will do

• Manage the delivery of the Managed Services portfolio, including case handling, emergency services, and software upgrade services.
• Drive end-to-end care case handling operations and governance at the customer level.
• Provide and validate demand and supply planning for the customer based on the agreed scope of the customer contract.
• Drive key actions related to the improvement of Managed Services Key Performance Indicators (KPIs).
• Orchestrate and manage the escalation of emergency case handling within GDC centers.
• Assist the Managed Services program manager on operational management topics related to service delivery.

Requirements

• In-depth knowledge of 5G, LTE, CloudRAN, O-RAN, SD-WAN, IoT, VoIP, and core network protocols (TCP/IP, SIP, MPLS).
• Expertise in network planning, design, and optimization; proficiency with network monitoring tools.
• Proven ability to manage complex telecom projects and programs, familiar with methodologies (Agile, Waterfall) and tools (MS Project, Jira).
• Deep understanding of network security practices and experience in disaster recovery planning.
• Strong analytical skills to diagnose complex operational issues, identify root causes, and implement effective solutions.
• Exceptional leadership, interpersonal, and negotiation skills.

Culture & Benefits

• Maintaining and enhancing customer satisfaction.
• Focus on operational excellence.