Service Delivery Manager F/M

Who are we?

Broadpeak designs video delivery softwares for Content Providers and Network Service Providers deploying IPTV, Cable, Satellite, OTT and mobile services. We supports all of our customers worldwide, from simple installations to large delivery systems reaching capacities of several million of simultaneous streams (sport games/series/movies).

• We are international: Our headquarter is in Rennes (France), but we have branches in Denver, Singapore and Ottawa and colleagues over the world.

• We are innovative : The fast-growing global company focuses on delivering innovative solutions for its customers, adapting to a rapidly-changing industry. To do so, the company relies on a team of highly skilled professionals, working in an agile environment.

• We have core values that we truly respect while working here: We innovate, We perform, We care, We are transparent, We are easy to work with !

• We are a multicultural : a team of 300 men and women engineers from diverse backgrounds who like to share ideas, take technical challenges but also share good time together to celebrate success!

Who are we looking for?

The Service Delivery Manager  is responsible  of the performance 's management  during service delivery.

His/Her mission is to define quality indicators to the customer, coordinate operational teams to ensure  quality service and reach contract's objective.

This role is  to guarantee good quality service from our Cockpit, Level 1 and Level 2 Support for the Managed Services of  Broadpeak service platform, operated in oneof our major customer  accounts.

This role implies regular interactions with the customer and internal Broadpeak teams, a good technical  understanding of the deployed solution together with excellent interpersonal skills.

Who will you work with?

You will work in close cooperation with our Support and Cockpit teams.

The Service Delivery Manager works also closely with the  Project Manager in order to ensure services compliancy with  signed contract and  clients' priorities.

What will be your main missions?

Ensure the successful  deployment of Managed Services activities by :

-Following services activity  (Services and Capacity Reviews)  as well as Dailys and Weeklys (Scheduling and activity plannification).

-Collect, prepare and visualize system and operational KPI's.

-Collaborate  with the  project team to  manage the remedial  actions plan and  prevent/address any bugs affecting  the production system. 

-Prepare, explain and schedule Change Requests and maintenance windows with Broadpeak and third Parties.

Customer's key referent:

-You schedule regular follow-up meetings with the clients and centralize informations  towards Broadpeak.

-Serve as key channel for all kinds of interim requests coming from Customer, be it questions to inventory, additional KPIs they want us to report, access to data, etc.

-Key contact and escalation point for the local partners in charge of Network and Datacenter.

-Monthly Steerco and Customer Relations meeting attendance. 

Other missions :

-Continuous optimisations on reporting/process/KPI's and visualisation of data.

-Participate in the identification of additional  valuable services .

-Contribute to identify new customer needs.

What are the requirements?

• You graduated with Master diploma  from an engineer school.
• You speak professional English.
• You have  a good understanding of video solutions and architectures .
• You  master ITIL essentials.

You will have a certain advantage if you have knowledge on the following: 

• You have a good technical understanding of integration of complex multivendors  system.
• Business  Telecommunication sector.
• You have a customer oriented mindset and are able to understand the customer needs while working closely with them to ensure that our services answer their expectations.

You will definitely be the right candidate if:

• Very good communication, you have a strong  people skills.  Vous savez mobiliser et disposez de compétences en leadership et gestion de projet pour coordonner efficacement les activités et priorités.
• You have a sharp  analytical and synthetical  mind.
• You are organized ,methodical  and know to adapt to unexpected situations.
• You master risk management.

Working conditions:

Position based in France or Germany.

European travel once a month.

Required languages

• English - Level advanced

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