Assistant Manager - Media Enabled Services

About The Company

Tata Communications Redefines Connectivity with Innovation and Intelligence Driving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services and Network services, we at Tata Communications are envisaging a New World of Communications

Job Title: Junior/Graduate Service Delivery Manager

Department: Media Delivery

Status: Permanent

Location: UK

Other: Available for travel globally as required (Extensive global travel)

Introduction

In the context of Tata Communications business growing rapidly in Europe, the Middle East and Africa and the leadership focus it requires maintaining high standards from both a continuity of service and service delivery standpoint, Tata Communications is seeking candidates for a junior/graduate Service Delivery Manager position.

This position will be located in the UK and will report to the Head of Service Delivery Management. The role requires availability and flexibility for extensive business travel within and outside the region and the ability to attend tier 1 sporting events outside of normal working hours.

This Service Delivery Manager Job description has been expanded to include the specific requirements of major media and broadcast projects and events where the holder will be required to act as the owner for the end-to-end customer contract requirement.

Role Overview

In this extensive client facing role, the holder is responsible and accountable for the successful delivery of customer media services at tier 1 live events.

The candidate will be the ambassador for Tata Communications at the events and will at all times present a professional voice of the business to the customer and likewise, the voice of the customer to the business.

The Service Delivery Manager is the customer champion on all service delivery issues including service assurance issues during the duration of the event. He or she will help the team to meet and exceed customers’ expectations and will be the business champion, ensuring that orders are delivered on time and managed throughout the lifecycle.

He or she will operate at a senior level across all lines of business and shared service departments, working collaboratively to ensure that our customers are provided with the best possible experience from the first engagement with Tata Communications and continually throughout their lifecycle.

Key Objectives

• Responsibility and accountability for the overall Service Delivery relationships with all live sports customers. Will act as a SPOC for any business queries or decisions to be made during the delivery life cycle of the contract.
• Ensure all deliverables and service SLAs are aligned with the contractual requirements of each customer.
• Support Senior Service Delivery Managers with day to day delivery and management of key accounts.
• Manage the contract profitability whilst ensuring contractual commitments are addressed.
• Assist in the contract governance both internal and external.
• To deliver continuous customer satisfaction.
• To enhance the Customer experience in all interactions.
• To make sure that the contract is in line with Tata Communications’ business, legal & financial guidelines & in case of deviations due approvals from the competent authority (as per DoP) in place.

In short, to generate Customer loyalty by increasing Customer satisfaction and by building personal relationships at all levels. The ultimate goal being to become a ’Trusted Advisor’ to the customer.

Main Responsibilities

• To act as single point of contact for all live customers in the delivery phase, overlooking the complete service across all event and optimising individual areas when needed in conjunction with the relevant functions.
• To ensure staff coverage across the entire live events schedule, recruiting new resources where required and engaging with third-party contractors where appropriate.
• To manage the contract profitability and to reduce operating cost to our customers and Media Services by optimising third party and internal cost, improving service processes and ways of working where appropriate.
• To ensure agreed levels of service are delivered for our customers in various segmentation.
• To meet specific and agreed objectives on improvements in customer satisfaction.
• To work with the customer and the sales teams to identify the service requirements across all media products and services.
• To work with the account teams in protecting existing revenue streams and identifying opportunities for revenue improvement through increasing quality and development of service levels.
• To maintain an overall customer service and contribute to account development plan incorporating the above points.
• To ensure Tata Communications are represented at events in a professional and timely manner at all times.
• Ensuring that all Tata Communications personnel or 3rd party agents comply with the customer safety standards when attending events.

Detailed Roles And Responsibilities

• Attend Customer events as the Tata Communications single interface to all Customer issues.
• Ensure that all services are successfully delivered and remain live as required by the Customer.
• Demonstrate finance management and reporting on a monthly basis.
• Review product / service performance on a monthly basis.
• Provide customer with service enhancement recommendations.
• Conduct regular meetings with customers, establishing a full understanding of the customers business and drivers to map against current service requirements and future needs.
• Investigate outages and manage the delivery of accurate RFO and RCA’s, ensuring full follow up on recommendations on corrective and service improvement plans.
• Ensure all reported problems for customer are resolved in accordance with the contracted Service Level Agreements.
• Assess and communicate the impact of planned maintenance activities across all live events
• Support Account Managers and pre-sales engineers on major bids, expansion of service, providing guidance on service delivery and performance expectations, and details of the current installed base.
• Work with Account Managers to protect account revenue streams and the identification of new opportunities of revenue improvement stream.
• Maintain documentation, relevant correspondence, customer service related documents and high level network diagrams and information.
• Point of contact to liaise with customers and internal teams to resolve any billing issue or dispute.
• Manage Change Management request activities, where the customer’s network may be impacted.
• To identify and drive process improvements within the Service Delivery Management

Job Specifications Or Qualifications

• Qualification and/or experience in Broadcast and Media technologies.
• Attendance at live global events as the point of contact for customers and stakeholders.
• Full International driving licence.
• Ability to undertake extensive business travel including over weekends and public holidays.
• Ability to work out of hours across different time zones.
• Understanding of live sports production.
• Telecommunications experience preferred.
• Experience in networking (including Ethernet, optical, wireless and mobility), Security, Collaboration (including voice, video, and data), Data Center, and the Internet of Things.
• Experience in project management techniques and process development.
• Experience in ITIL (Information Technology Infrastructure Library) Service Management Framework.
• Proficient in spoken and written English; Knowledge of additional European languages is an asset.
• Self-motivated team player, capable of decision-making, negotiating and problem solving.
• Excellent time keeping and the ability to work long unsociable hours often in a stressful environment.
• Technical presentation and report writing skills, able to communicate effectively at all levels within an organization. Familiar with standard MS-Office applications.
• Capability to work in a challenging cross-cultural environment.
• Strong trouble shooting and analytical skills.
• Works well part of multidisciplinary teams, which are expected to reach a common goal.
• Comfortable working for an international organization composed of multiple cultures, language accents, different time zones and that on a day-to-day basis.