Service Delivery Manager (SDM)

Elabram Recruitment (Bangkok)

Bangkok

Bangkok, Thailand

Elabram Group is responsible for the global business of Elabram HR Solution, Elabram Telco, and Axdif, with a more than 20 years history and core competencies in human resources and telecommunication consultancy. The company has successfully placed more than 83.000 talents and served more than 118 clients worldwide. In its four business divisions, Elabram Group is continually expanding its capability and innovation to align customer needs.

Kewajiban

● The Service Delivery Manager (SDM) shall take ownership of the customer relationship and be responsible for ensuring the correct and proper delivery of Customer Support services as specified in the contracted support agreements with the company's customers.
● The SDM is always responsible for Customer Business Execution and the complete delivery of Customer Support Services for the specified customer(s).
● The SDM is responsible for the financial and commercial as well as environment, health and safety (EHS) performance of delivered customer support services.
● The SDM is accountable for setting up and meeting agreed budgets whilst delivering Service Level Agreement (SLA) fulfillment and customer satisfaction.
● The SDM shall be an active contributor in the Sales process, identify new business opportunities and drive Add on Sales, in cooperation with the Account team.
● The SDM will manage the contractual requirements towards the Customer Support organization

Kualifikasi

● Bachelor’s degree in Telecommunications, Business Administration, Engineering, or a related field.
● 5+ years of experience in service delivery management within the telecommunications industry, with a strong focus on customer support
● Proven experience in managing Service Level Agreements (SLAs) and ensuring high customer satisfaction in a telecom environment.
● Solid financial management skills, including budget planning, forecasting, and commercial performance analysis
● Strong communication, stakeholder management, and negotiation skills, especially with telecom clients
● Demonstrated ability to identify business growth opportunities and collaborate with sales teams for upselling and cross-selling services