Service Delivery Manager
LOCATION: Parsippany, NJ and Greenwood Village, CO (multiple openings)REPORTS TO: Manager, Invoice Management Service
JOB DESCRIPTION:
The Service Delivery Manager will build a relationship with the client, and is responsible for our customers success with our products and for ensuring that customers obtain a favorable ROI with the product. This includes developing and supporting the relationship between Telwares and the individual customer and will also entail developing and maintaining a close, collegial, productive working relationship with all pertinent internal departments/teams.
PRIMARY RESPONSIBILITIES:
Quality control on all deliverables such as client AP Files
Proactive monitoring of the delivery schedule and ensuring timely trouble resolution
Create and deliver ad hoc reports to the client and request assistance from the programming staff if necessary
Effectively research any billing anomalies/variances and determine further action
Present regularly to customers any recoveries associated with the processing of invoices
Interacting directly with the client as needed to support service delivery
Monitoring for "scope creep" and highlighting it to the Account Executive
Traveling to customer site to provide training and presentations. 15 to 20% travel
JOB QUALIFICATIONS:
Customer service & Great Communication skills
Supervisor / Management experience preferred
Knowledge of telecommunication services or Financial Industry
Experience with telecom billing as well as tariffs and aptitude for auditing
3 - 4 years experience
College Preferred
SKILLS AND ABILITIES:
PC, (PowerPoint, Word, Excel) Strong communication skills, strong analytical skills, issue resolution ability
Ability to execute and exercise independent judgment that assists the client
Energetic self starter with a passion for the business and embraces Change
To apply for this position, please include the job title in the email subject line and submit your resume to resumes@telwares.com.