Technical Service Delivery Manager (m/f/d)

About the company -

Rakuten Symphony is a Rakuten Group company, providing global B2B services for the mobile telco industry and enabling next-generation, cloud-based, international mobile services.

Building on the technology Rakuten used to launch Japan’s newest mobile network, we are taking our mobile offering global.

Let’s build the future of mobile telecommunications together!

Job Description :

We are seeking an experienced Technical Service Delivery Manager with a strong background in telecommunications to join our team.

The ideal candidate will have deep technical knowledge of telecom networks (4G, 5G, WiFi) combined with a proven track record in technical project management and customer-facing service delivery.

The role is pivotal in ensuring customer success and satisfaction, requiring a strong ability to communicate effectively between technical and business teams.

Key Responsibilities :

1. Service Delivery & Customer Satisfaction :

• Act as the primary point of contact for the customer, ensuring successful delivery of services and managing customer expectations.
• Proactively address customer concerns and deliver high levels of customer satisfaction.
• Drive continuous service improvement by working closely with internal teams and the customer.

2. Technical Expertise in Telecom :

• Leverage technical knowledge of 4G, 5G, and WiFi networks to resolve complex technical issues.
• Collaborate with the engineering and operations teams to ensure alignment of services and technical feasibility.

3. Technical Project Management :

• Lead technical project delivery from initiation through to completion, ensuring projects are delivered on time, within scope, and within budget.
• Manage resources, timelines, and dependencies, and communicate project status to stakeholders effectively.

4. Customer Success & Incident Management :

• Join incident bridges to gather information and provide accurate updates to the customer, ensuring their expectations are met.
• Collaborate with technical teams to resolve issues and minimize service disruption.

5. Interface Between Technical and Business Teams :

• Translate complex technical information into business context for non-technical stakeholders.
• Facilitate communication between the customer and technical teams, ensuring all parties have a clear understanding of requirements, expectations, and solutions.

6. On-site Presence & Travel :

• Work primarily from the Düsseldorf office, with the flexibility to visit Montabaur as required.
• Build strong relationships with key stakeholders through regular in-person meetings.

Qualifications & Skills :

Technical Skills :

• In-depth understanding of telecom technologies, including 4G, 5G, and WiFi.
• Experience with service delivery in a technical environment, preferably within telecommunications.

Project Management :

• Strong project management experience with a proven ability to lead technical projects and manage customer expectations.
• Familiarity with project management tools and methodologies.

Customer-Focused :

• Strong customer service orientation with a focus on delivering exceptional service and customer satisfaction.
• Ability to manage challenging situations with a calm and solution-oriented approach.

Communication & Language Proficiency :

Excellent communication skills in both German and English, with the ability to convey technical details to both technical and non-technical stakeholders.

Flexibility & Travel :

Willingness to travel to Montabaur on a regular basis and work from the Düsseldorf office.

Preferred Experience :

• Previous experience in a similar role within a telecommunications environment.
• Strong problem-solving skills with a focus on customer satisfaction and continuous improvement.
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