Services Program Manager (m/w/d)

Cliddesden, UK
Closing date
14 Oct 2020

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Technology & New Media
Contract Type
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*** Services Program Manager in Basingstoke, UK (m/w/d) ***

What we are looking for:

The successful candidate works well with global and cross-functional teams of senior leaders, business managers, sales, operations, and others, and knows how to manage stakeholders expectations. He/ She is responsible for all network deployment, professional services and maintenance services operations and is accountable for the assigned market and customers for successful service delivery execution performance, customer satisfaction and financial performance. In addition the candidate owns the end-to-end Project delivery, Maintenance services and Professional services delivery process and acts as the single point of contact within the sales team towards the customer for all aspects related to the execution of network deployment, maintenance and professional services contracts and has P/L responsibility for services business for assigned market and customers.

The key responsibilities:
  • Customizes and implements services delivery strategy in the market and assigned customers according to the business plans
  • Ensures compliance with agreed service delivery models and standards
  • Ensures services delivery performance
  • Ensures that plans are in place to have the capability (capacity & ability) to deliver within the timescale

Ensures that following Key Performance Indicators are met:
  • Service Delivery Performance (contract fulfillment)
  • Service Quality (transactional customer satisfaction)
  • Customer Satisfaction Index
  • Services profitability
  • Customer Relationship Management in all Services delivery phases including improvement of customer satisfaction and management of relationships with key customer contacts
  • Liaises closely with customer's technical management to ensure close relationship and responsiveness to customer needs
  • Coordinates service quality improvement efforts and activities locally
  • Searches for further service business opportunities in Customer's business
  • Application of Adtran Quality System procedures and practices

Preferred Qualification
  • Engineering Degree
  • Minimum 10 years' professional experience in the Telecommunications / Service provider environments managing complex volume roll-out projects
  • Proven track record to manage and control service delivery projects
  • Experience in managing customer escalation situations internally and externally
  • High degree of initiative
  • Able to work under high customer pressure
  • Strong organizational skills and attention to detail
  • Good verbal and written communication skills
  • Good interpersonal skills
  • Positive attitude and work ethic

You are the right candidate? We are looking forward to get to know you!

Please sent us your CV with your salary expecation and earliest start date:


ADTRAN is a name trusted by those we connect and to build that trust you have to have a solid and collaborative workforce. Our people make ADTRAN who we are, allowing us to be one of the biggest names in telecommunications. Our products make life easier for you and for those in your world, from household service providers to small and medium-sized enterprises.
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