Global Customer Service Delivery Manager

Our vision: bringing objects to life! In the future, billions of objects around the world will be connected to the Internet; their data will be stored in the Cloud and will participate in the digitization of our environment. A simple, low-cost, low-power, global connectivity solution is fundamental.
Each Sigfoxer is driven by the company's project to revolutionize the world!
Sigfox is the place for personal and collective challenge. Every day, nearly 44 different nationalities come together here: diversity is one of their strong points.

The Service Delivery department aims at providing excellence and efficiency in the delivery of Sigfox Services to Customers while always seeking to increase our value proposition to those Customers.

As part of this department, the role of Global Customer Service Delivery Manager is to ensure Customer satisfaction for global and/or key accounts.

Customer Service Delivery Organisation

• As a direct report to the Director of Services, drive the Customer Service Delivery practice within Operations and in close collaboration with Sales and Marketing,
• Manage the transversal team contributing to the practice, assign customer portfolios and ensure execution by all contributing staff from Service Delivery teams,
• Be accountable for a portfolio of customers,
• Continuously build upon customer’s feedback the practice knowledge, know-how, tooling and directives,
• Be a strong contributor to the Sigfox Service definition lead by the Product Offering team, namely on the definition of:
• SLA, services components and operability,
• Customer dashboards,
• Advanced Service catalogue and specifically for the Customer Service Delivery offer.
• Contribute to the definition of the SO Partner Management strategy and incentive scheme.

The top level objectives of the practice under direct accountability of the CSDM are as follow:
Service Operation (Expand Phase)

• Act as the Customer advocacy during Service Operation to ensure the highest customer satisfaction level,
• Set-up the contract governance model and drive service delivery reports, review and meetings,
• Manage across the delivery the OLA & SLA related to any internal and external activities necessary for the fulfilment of Global Customer Service contract:
• Devise objectives and target for specific territory networks operations,
• Agree on action plans with the SO Partner Management governance.
•  Coordinate Service operations teams when required (SO operational teams, Sigfox Service Desk, SRE, SO Support, etc),
• Manage Customer escalations,
• Manage the Global Customer service delivery dashboard reporting on all relevant effectiveness, quality and efficiency metrics and enabling forward business decisions to be made in the service delivery organisation,
• Act as Sigfox advocacy when required to tackle technical / contractual issue,
• Contribute to the Sigfox Operator Partner Management plan, strategy and Distribution Agreement baseline evolution,
• Provide feedback and reports for value proposition elaboration by Sales and Marketing.

 
Service Transition (Adopt Phase)
Liaise with Project Manager to prepare entry into service and operation phase. Thus being involved in the following activities:

• Change management (capacity enhancement),
• Release deployment on sigfox components (OSS, TapOS, etc),
• Service assets (Device, BS, Documentation, etc) configuration management,
• Service Test and validation.

Continuous Service Improvement

• Lead Customer Service Delivery Management Practices/ Processes formalization and enhancement and share it with SOs as per the SO maturity matrix,
• Drive, manage and measure all service improvement initiatives across all internal and external delivery functions.

• 5 years’ experience with service delivery accountability, including customer-facing duties,
• Team leadership and project management best practices,
• Deep and detailed knowledge of Sigfox service portfolio,
• Engineering or Business school graduate (Master, MsC, BsC or equivalent),
• ITIL Framework,
• Data analytics, scripting fluency will be greatly appreciated,
• Customer centric mindset, service culture and experience, strong business and commercial orientation with strong customer-facing skills,
• Excellent communication and presentation skills (verbal and written) with the ability to present information clearly and succinctly,
• English negotiation level.

Sigfox promotes inclusion and non-discrimination, and acts daily in favor of social mix, gender equality, senior citizens. As a learning organization and open minded on Diversity, Sigfox is ready to welcome Extra-ordinary people and adapt their workplace. At Sigfox, we hire personalities above all!

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Every Sigfoxer is driven by the project to make things come alive (ambitious)!
Sigfox is the ideal place for personal (entrepreneurs) and collective (permanent change player) challenges. Here, 44 different nationalities live side by side: diversity is one of our strong points (multicultural).
Sigfox brews lot of skills and positions and everyone keeps learning (humble) & contributes to the success (experts) of the company.