Customer Delivery Manager is responsible for the delivery of large and complex orders to Business customers, ensuring that commitments and the customers’ satisfaction are met and exceeded.
The CDM will need to work with internal and external providers so as to meet the delivery deadlines, communicate with the customers and manage their
expectations.
Customer Communication with efficient and timely coordination of activities across all teams is vital to ensure customers receive the highest quality of service delivery.
• Deliver large complex orders for Business customers either independently or as part of a Program, to time, cost and quality criteria
• Act as a single point of contact with overall accountability for ensuring order fulfilment as per the committed timelines.
• Produce detailed delivery plans, use planning and analysis techniques/tools to ensure the success of deliveries.
• Communicate with customers to report on order fulfilment and involve relevant customer technical contacts and vendors as required by Technical teams.
• Co-ordinate with internal and external service providers to track and ensure progress on order fulfilment.
• Effectively monitor and control the performance of all deliveries managed at any one time.
• Ensure that plans are managed effectively, risk assessments carried out and appropriate corrective actions proactively managed.
• Ensure that commercial and technical issues are proactively identified and effectively managed.
• Report regularly on progress against plan to all relevant stakeholders.
• Escalate issues hindering progress and involve relevant stakeholders as required (including senior management intervention) to obtain resolution.
• Administration of documentation and maintain up-to-date data in Ooredoo’s systems to ensure accurate and timely handover of information to internal and external delivery teams, customers and final handover to Service Assurance.
• Order and track specific delivery requirements from external vendors
• Work towards key delivery business metrics (KPIs) and targets.
Pro-actively develop and improve validation checks per service and the delivery process in general, supporting systems automation and process improvement projects.
• Develop local processes and contribute to development of company-wide processes. Critically review processes to provide continuous improvement.
Minimum of 5 years of working in a technical Delivery environment, preferably in the Telecommunications industry.
• Project Management experience for large and complex scenarios is a must.
• Excellent written and verbal communication skills within multiple levels of the organization, including interaction with senior level stakeholders, internal and external.
• Strong influencing and relationship management skills.
• Excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and
priorities.
• Self-driven and resourceful to achieve goals independently as well as work well in groups.
• High level of IT literacy.
• Ability to understand complex business processes and technical environments.
• Arabic preferred.