Delivery Manager- Telecom experience

Temps is the leading company providing integrated HR services and workforce solutions for white collars professionals. Founded in 2011 as part of an IT group, historically we build our core expertise for the IT&C sector. Temps capitalized the market knowledge and expended its expertise to expanding industry sectors. The company has been growing out of passion for an outstanding performance for both candidates and clients. We continuously invest in technology and process digitalization as key components for a flexible and effective service.

What differentiates us is what makes us stronger as a team. Values are what keeps us together and define us In our efforts to achieve goals, honor commitment and create a great service experience.

Find your next career opportunity in our list of open positions. If you’re an experienced professional, that’s wonderful. If not, that’s still ok, as long as you have enthusiasm and drive. For us, it’s not about years, it’s about attitude.

Minimum 5 years full-time working experience in an IT company after completing your degree
Experience with management processes in a software development company
Experience with managing customers’ portfolio maintain high quality relationships
Line management of 10 up to 20 people in remote working environment
Incident management experience - ITIL certification is a plus
Very organized approach, solution orientation, very good communication skills, ability to monitor several threads in parallel
Perform independently as well as in teams
Experience with working under tight deadlines, direct customer contact and changing contexts
Excellent written and spoken English language
Knowledge of mobile telecoms is a plus

Here’s what you will do:
• Managing complex or multiple projects, people, and line management, as well as customer negotiation
• Responsible for sales, delivery, and line management in his/her department as well as effective internal organization of his/her department.
• Reports regularly to higher management, as well as on a need basis
• Ensure that the company’s management procedures are followed
• Assist in the continuous improvement of the management procedures

Project Management
• Responsible for invoicing, chasing for payments, accurate revenue recognition
• Responsible for completing the projects on time, within budget, and meeting the quality criteria and requirements
• Overall responsible for implementing lessons learned
• Ensure that defects and non-conformities are reported and resolved according to the management procedures

Account Management
• Understand telecom market and Computaris solutions and products, identify new areas of business
• Understand the customer and the market(s) he works in and assure Computaris business development
• Build long term and strong relationship with the customer, focusing on increasing the business with the customer (as volume and as different types of services)
• Maintaining accurate projects pipeline/forecasts
• Lead generation, offer creation, getting the order, organizing the project, responsible for overall customer satisfaction
• Follow up on quarterly revenue/profitability
• Implementing and monitoring KPIs related to: customer satisfaction and profitability of the account
• Finance responsibilities (P&L of his/her program, financial health of his/her projects)

People Management
• Resources allocation and management, ensure low attrition rate
• Responsible of employee appraisal process as well as staff development for his/her department
• Responsible of his/her team members following internal administrative procedures
• Actively involved in recruitment process related to open positions in his/her department as well as for company recruitment
• Mentoring and coaching team members under direct line management

Support Management
• Ensure issues are solved in provided customer SLAs
• Ensure that the problems reported by customers are properly understood and classified in terms of severity (as per contract/SLA)
• Assure that the investigation results are properly communicated to the customer
• Ensure that the customer correctly understands the proposed solutions
• Monitor and lead support people knowledge development plan so knowledge is increased and preserved
• Improve existing support processes and make sure they are respected
• Maintain and improve customer satisfaction and support metric goals
• Ensure proper knowledge transfer for projects entering support phase
• Provide input for support contract negotiations
• Ensure support activities respect agreed KPIs
• Take part in an out of hour’s third-level support rotation schedule on the escalation path

Perks & benefits
- Medical subscription fully paid by the company from day 1 for wife/husband + children at Medlife or Medicover (personal choice). Both subscriptions are providers premium offers.
- Meal tickets (associated monthly amount can be registered on BenefitOnline platform and used for other benefits provided by the platform including trainings, local RO travel etc.)
- Flexible working time (6h/day as core hours, 2h at personal choice)
- Possibility to work from home
- Training yearly budget
- 1 day of holiday/employment celebration added to annual holiday entitlement
- 3 days of sick/year with no medical proof needed
- Massage, fruits, milk, coffee, beverages free in the office
- Laptop
- Mobile phone & subscription for personal use
- Frequent social events, teambuilding, parties company granted
- Compensated overtime (if the case)
- International environment, opportunity to travel around the world
- Young and dynamic environment, friendly, open, communicative and smart people