Intelsat recruits 01 Program Manager, Customer Service Delivery

Job Description

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

About Us

As the foundational architects of satellite technology, we apply our expertise to develop breakthrough solutions that advance and secure boundless applications for our customers and partners.

At Intelsat, we increase human potential by connecting people, communities, businesses, and governments. Our employees enjoy a casual and collaborative environment, where we celebrate professional excellence in pursuit of the corporate mission. We hire skilled professionals who work in various areas such as: satellite engineering, network operations, cloud architecture, accounting, sales, legal, and more. Browse our current job openings or create a professional profile to stay informed about opportunities that match your interests and expertise.

Closing date : 16 February 2022.Postuler

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