Head of Global Service Delivery en MADRID, ES

AREA:

Head of Global Service Delivery is responsible for the monitoring and execution of the tasks part of the E2E of the provision of international services, having direct responsibility in the follow-up of the deliveries of third-party suppliers, as well as the allocation of network resources and installation and configuration of customer's equipment, in addition to the management of the termination of the services requested by our customers. Additionally, we have the responsibility for the development of continuous improvement projects and standardization of the provision as well as the support in the E2E for critical projects for Management and the Company.

MISSION:

Assure that delvier service gets on time, meeting the customer expectation and satisfaction
Technical management of the E2E delivery including the management of the suppliers part of the International Services delivery to the Customers of the group.
Coordination with other areas of TBS (Purchases, Quotations, Presales, etc.) to obtain information that allows a comprehensive management of the relationship with suppliers and customers.
Evolve the Service Delivery Model based on the strategy defined by the Customer Services & Operations Management, identifying through the experience possible opportunities for improvement throughout the process.
 Management of the E2E of the Strategic Projects of the Company, assuming the leadership of the activity from client signature until full delivery of the services.
Escalation of operational risks and process and improvement opportunities
Control the daily activity of the E2E in the assigned projects in order to ensure that it is aligned with the customer's expectations.
Definition and Monitoring of Action Plans for the continuous improvement of efficiency and effectiveness in the development of the activity related to the projects.
Support for the resolution of incidents and problems in both  provisioning and operatiosn time (incidents of childhood), for the assigned customers.
Management of customer ceases from the points of view of business, network and systems.

MAIN DUTIES:

• Develop relationships with all existing Teams, in order to achieve the greatest efficiency and effectiveness possible in time of provision and operation.

• Evaluation of risks, delivery times, and conditions, for the different types and scenarios in which the activity is executed.

• Proactive identification of risks and inefficiencies in the agreements reached with the client, as well as in the processes of the provision.

• Escalation of operational risks and process and improvement opportunities

• Control the daily activity of the E2E in the assigned projects in order to ensure that it is aligned with the customer's expectations.

• Definition and Monitoring of Action Plans for the continuous improvement of efficiency and effectiveness in the development of the activity related to the projects.

• Support for the resolution of incidents and problems in both  provisioning and operatiosn time (incidents of childhood), for the assigned customers.

• Management of customer ceases from the points of view of business, network and systems.

TECHNICAL KNOWLEDGE:

Experience in the provision of network services. General knowledge of Processes and Systems of international provision.

SPECIFIC SKILLS:

Teamwork player. Organized. Good communication.

EDUCATION REQUIRED:

Technical Engineering

PROFESSIONAL EXPERIENCE:

At least 5 years in Team Management. Preferably 2 in activity related to the provision of international services.

LANGUAGES:

English (Advanced) & Spanish (Proficient) are a must. Portuguese desirable.

NATURE OF PROBLEMS and CHALLENGES:

• Management of Teams as Direct Responsible in addition to being a leader without charge over other teams involved in the E2E of Delivery.

• E2E Management of Projects for Customers of maximum strategic value for the company.

• Great Communication Capacity.

• Buscar de forma continua la optimización de la relación con los equipos en tiempo de provisión y operación, logrando de esta forma mejorar el time to market de nuestros servicios MPLS y consiguiendo mejoras del opex mediante el aumento de la productividad efectiva de las actividades.

• Cumplir con los parámetros de calidad necesarios para los servicios prestados a los clientes

AREA:

Head of Global Service Delivery is responsible for the monitoring and execution of the tasks part of the E2E of the provision of international services, having direct responsibility in the follow-up of the deliveries of third-party suppliers, as well as the allocation of network resources and installation and configuration of customer's equipment, in addition to the management of the termination of the services requested by our customers. Additionally, we have the responsibility for the development of continuous improvement projects and standardization of the provision as well as the support in the E2E for critical projects for Management and the Company.

MISSION:

Assure that delvier service gets on time, meeting the customer expectation and satisfaction
Technical management of the E2E delivery including the management of the suppliers part of the International Services delivery to the Customers of the group.
Coordination with other areas of TBS (Purchases, Quotations, Presales, etc.) to obtain information that allows a comprehensive management of the relationship with suppliers and customers.
Evolve the Service Delivery Model based on the strategy defined by the Customer Services & Operations Management, identifying through the experience possible opportunities for improvement throughout the process.
 Management of the E2E of the Strategic Projects of the Company, assuming the leadership of the activity from client signature until full delivery of the services.
Escalation of operational risks and process and improvement opportunities
Control the daily activity of the E2E in the assigned projects in order to ensure that it is aligned with the customer's expectations.
Definition and Monitoring of Action Plans for the continuous improvement of efficiency and effectiveness in the development of the activity related to the projects.
Support for the resolution of incidents and problems in both  provisioning and operatiosn time (incidents of childhood), for the assigned customers.
Management of customer ceases from the points of view of business, network and systems.

MAIN DUTIES:

• Develop relationships with all existing Teams, in order to achieve the greatest efficiency and effectiveness possible in time of provision and operation.

• Evaluation of risks, delivery times, and conditions, for the different types and scenarios in which the activity is executed.

• Proactive identification of risks and inefficiencies in the agreements reached with the client, as well as in the processes of the provision.

• Escalation of operational risks and process and improvement opportunities

• Control the daily activity of the E2E in the assigned projects in order to ensure that it is aligned with the customer's expectations.

• Definition and Monitoring of Action Plans for the continuous improvement of efficiency and effectiveness in the development of the activity related to the projects.

• Support for the resolution of incidents and problems in both  provisioning and operatiosn time (incidents of childhood), for the assigned customers.

• Management of customer ceases from the points of view of business, network and systems.