Service Delivery Manager
Microsoft
Total years of experience :18 years, 5 months
· Establishes productive, professional relationships with key
personnel in assigned customer accounts Teleco. and service providers.
· Coordinates the involvement of company personnel, including
support, service, and management resources, in order to meet
account performance objectives and customers’ expectations.
· Meets assigned targets for profitable sales volume and strategic
objectives in assigned accounts
· Proactively leads a joint company-strategic account planning
process that develops mutual performance objectives, financial
targets, and critical milestones for a one and three-year period.
· Proactively assesses, clarifies, and validates customer needs on an
ongoing basis.
· Leads solution development efforts that best address customer
needs, while coordinating the involvement of all necessary
company personnel.
Develop the SME sales performance management methodology and monitor SME sales performance across all sales channels
Monitor partners’ sales performance and compliance with agreements
Ensure consistency of performance measures
Audit performance and monitor outlets profitability
Consolidate performance measures and produce monthly consolidated reports to support the interpretation of operational results and performance
Identify and highlight operational and performance problems
Conduct cost analysis studies, regarding outlets’ and employees’ performance and productivity
Build performance measures & weights for each product hierarchy based on approved plans
Manage the sales reporting for SME Sales and ensure consistency of performance measures across internal and external channels
Use advanced analytics to highlight operational and performance highlights, and accordingly propose sales optimization initiatives
Identify policies and procedures for fraud management across sales channels
Monitor compliance towards fraud management policies and procedures
Conduct mystery visits to all sales channels and identify any fraud issues
Take appropriate action against any identified fraud and develop new measures to prevent any similar fraud in the future
Develop and issue reports on compliance with fraud management policies and procedures, as well as identified issues and resolution initiatives
Review processes of new sales channels to ensure there are no avenues for fraud
Investigate potential fraud issues based on performance results
- End to end BI dashboard project management
- Architect new data warehouse projects
- build project using BO
- Devolpment tools that used by end usr on STC Customer Care system
- ICMS opration team leader