Senior Service Delivery Manager

Role DescriptionIn this role, you will partner with customers to ensure their success and grow their business with SES’s enabling technology portfolio. You will own the customer relationship on behalf of the managed services organization from presales through service delivery, building customer intimacy and establishing strong relationships. Working in this role, you will be the “Voice of the Customer” within SES, understanding what each customer values in terms of support throughout their lifecycle and ensuring the SES delivery team offers coordinated support to drive revenue growth. You will be responsible for (this is not an exhaustive list):

Develop and refine managed service offerings that address evolving market demands, in partnership with Product & Innovation and Vertical Markets teams,Align service portfolio development with SES’s strategic objectives, ensuring competitive differentiation. Monitor industry trends and emerging technologies to drive continuous improvement and innovation in SES’s service delivery approach. Act as the primary relationship owner for key managed services customers, ensuring strong engagement, retention, and satisfaction. Provide consultative guidance to customers on SES products, services, and solutions, helping them maximize the value of their investments.

Translate customer insights into actionable business improvements and future service development opportunities in collaboration with Product Development, Systems Engineering and Asset ManagementDrive cost optimization strategies to improve service delivery efficiency while maintaining profitability. Own revenue and profit assurance, ensuring financial targets are met while balancing service excellenceWorks with commercial teams on services pricing & scopeGuide the customer through the customer fulfilment process and manage schedules and customer planning and expectationsBe a champion within SES to work with the SES functional teams to develop a customer centric process organization.

Prepare and present to customer, through the presales stage to post acceptance serviceEnsure a high level of customer satisfaction through proactive communication and effective issue resolutionGather and analyse customer feedback to continuously improve service deliveryOversee the end-to-end delivery of managed services, ensuring operational efficiency and excellence by establishing clear performance expectations and provide regular feedback Stay abreast of industry trends, emerging technologies, and best practices in managed services delivery YOUR PROFILEMust have Bachelor’s degree, preferably in Engineering/Technology/Computer Sciences, ideally combined with an MBAMinimum of 10 years in the Telecom Industry with customer facing experience and team managementA minimum of 3 years relevant experience in network deployment with a strong understanding of what it takes to manage customer SLA expectationsAuthorisation to work in EUKnowledge of satellite industryProven ability to work in a global, multicultural environment with a customer-focused approach.

Excellent presentation, negotiation, and stakeholder management skills. Hands on knowledge of the implementation of satellite based, fixed/mobile networks, fibre backbone networks, and Internet access networks in emerging marketsRegional market experience and business cultural awarenesProgram Management and/or Project Management backgroundFluency in English Nice to HavePMP CertificationWhat's In It For YouFlexible working policyBonus planComprehensive and competitive benefits planA range of wellness activities and employee assistance programs An employer that values all aspects of Diversity and respects every individual’s storySES and its Affiliated Companies are committed to providing fair and equal employment opportunities to all.

We are an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. For more information on SES, click here.