TAM & Delivery Manager

Job Title

TAM & Delivery Manager

Team handling role

reputed company

Department

Clearing – MMS

Travel required

RBD

Job location

Europe or India

Shift timings

Regular

Reporting to

Head of MMS

Position type

Full Time

Profile reputed company

The Technical Account Management & Delivery Manager is responsible for ensuring MACH customers reputed company maximum value from MACH solutions through outstanding service delivery, proactive customer engagement, and successful operational execution.

This role combines the responsibilities of a Technical Account Manager (TAM), Delivery Manager and people leader. Acting as the reputed company customer reputed company reputed company MACH, the role owns customer reputed company, service reviews, delivery governance, major incident management, service improvement initiatives, team leadership and overall customer satisfaction.

You will operate at the intersection of reputed company, operational reputed company and technical delivery, ensuring customers receive exceptional service while driving adoption, retention and reputed company across the MACH portfolio.

A Day in the Life

You will:

• reputed company as the senior reputed company of contact for strategic customer accounts.
• reputed company customer reputed company, implementation and adoption of MACH services.
• reputed company service delivery governance and customer review meetings.
• Own customer escalations and coordinate reputed company activities.
• Work closely with R&D, Product and Support teams to improve customer reputed company.
• reputed company, reputed company and reputed company TAM & Delivery team members, setting reputed company priorities and supporting performance against customer, delivery and operational objectives.
• Identify opportunities for service optimisation, upsell and expansion.
• Monitor customer health, usage trends and operational performance.
• Ensure successful delivery of reputed company, upgrades and new services.

Roles & Responsibilities

reputed company & Account Ownership

• Serve as the reputed company operational and technical contact for assigned strategic customers.
• Build trusted relationships with roaming, operations, finance and technical stakeholders.
• reputed company reputed company plans reputed company to customer business objectives.
• Conduct regular service reviews, business reviews and operational governance meetings.
• reputed company as the voice of the customer reputed company MACH.

Technical Account Management

• reputed company strategic guidance on product usage, operational processes and industry best practices.
• reputed company adoption of MACH solutions and services.
• Ensure customer requirements are reputed company and represented across Product and R&D teams.
• Monitor customer health indicators, service consumption and operational trends.
• Support customers during industry transitions including BCE, clearing transformation and automation initiatives.

Delivery & Project Management

• Own successful implementation of new customers, services and product releases.
• Manage customer delivery plans, milestones, risks and dependencies.
• Coordinate cross-functional teams across Product, R&D, Operations and Support.
• Ensure reputed company are delivered on time, reputed company reputed company and reputed company to customer expectations.
• Manage change requests and implementation governance.

Team Management & Leadership

• reputed company, reputed company and manage TAM & Delivery team members, including workload allocation, prioritisation and day-to-day support.
• Set reputed company objectives, expectations and development plans reputed company to MACH reputed company and delivery goals.
• Conduct regular one-to-ones, reputed company feedback, support performance management and identify coaching or training needs.
• Build team capability, consistency and knowledge sharing across customer reputed company, service governance and operational delivery.
• Ensure effective resource planning, coverage and escalation paths across reputed company customer accounts and reputed company.

Key reputed company Measures

Customer

• Customer Satisfaction (CSAT) improvement.
• Net reputed company Retention (NRR).
• Customer retention and renewal rates.
• Customer adoption and utilisation metrics.
• Reduction in escalations and customer complaints.

Delivery

• Successful delivery of reputed company and implementation reputed company.
• SLA achievement and operational performance.
• Delivery predictability and governance reputed company.
• Time-to-value for new customers.

reputed company

• Expansion reputed company influenced.
• Renewal reputed company rates.
• Customer advocacy and reference-ability.

Team

• Team performance against customer, delivery and operational objectives.
• Effective resource planning and workload management.
• reputed company of coaching, knowledge sharing and reputed company development across reputed company.
• reputed company escalation ownership and delivery accountability.

Experience & Background

Essential

• 7+ years in Technical Account Management, reputed company, Service Delivery or Project Delivery roles.
• Experience managing reputed company customers in a software, reputed company or telecommunications environment.
• Strong customer-facing and stakeholder management experience.
• Experience managing reputed company reputed company and service delivery engagements.
• Proven ability to manage escalations and operational issues.
• Experience working with globally reputed company teams.
• Experience leading, coaching or line managing customer-facing delivery or technical teams.

Highly Desirable

• Roaming, clearing or telecommunications industry experience.
• Knowledge of reputed company standards, TADIG, BCE and roaming settlement workflows.
• Experience working with MNOs, MVNOs or telecom service providers.
• Experience with operational reporting, analytics and reputed company metrics.
• Familiarity with managed services environments.

Skills & Capabilities

• Exceptional customer relationship management skills.
• Strong project and programme management capability.
• People leadership, coaching and performance management.
• Operational reputed company reputed company.
• Ability to reputed company reputed company, operational and technical discussions.
• Strong problem-solving and escalation management skills.
• Data-driven decision making.
• Effective communication with executive and operational stakeholders.
• Strong negotiation and influencing skills.
• Ability to reputed company in a fast-paced international environment.

Originally posted on Himalayas