Implementation Services Delivery Manager

ROLE DESCRIPTION SUMMARY

The Implementation Services team is the function responsible for driving the execution of end-to-end customer projects. Liaising with and driving various parts of the business to ensure that all elements of the end-to-end delivery are achieved and delivered successfully. The ‘Project Delivery Manager’ is responsible for their assigned tasks in accordance with contracted scopes of work. 

The incumbent is accountable to the Senior Manager – Implementation Services for the effective project management, delivery, installation, commissioning, handover to live Operations and through-life customer support of all infrastructure and services required to fulfil SES’s contractual customer commitments and achieves this through the management of a global distributed service delivery team

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Accountable for the end-to-end service delivery ensuring that the contracted customer products and services are delivered to assigned customers in accordance with agreed scope, timescale, and quality requirements across the assigned customer base.
• Accountable for the budget of the assigned projects in the assigned customer segment
• Supports the SES Account Management team (as required) in the support of new service opportunities within new and existing customer base.
• Support in partnership with other members of the Engineering and Operations, Service Delivery leadership team in the development of processes, procedures, and strategy to ensure that customer services are always delivered as effectively as possible.
• Responsible for supporting the Customer Service Management team in the event of customer escalations related to the provision of SES Services during the service delivery phase.
• Maintains strong relationships with SES Operations Management
• Responsible for providing the CSM team with regular reporting on status of all projects in motion as directed by Senior Manager, Implementation Services.
• Responsible for the collation of and planning of the resolution of all systemic issues identified throughout the service delivery lifecycle as directed by Senior Manager, Implementation Services.
• Responsible for the execution of ‘in service’ upgrade programs once approved by the product and technology groups as directed by Senior Manager, Implementation Services.
• Responsible to ensures that service quality and performance reviews are being conducted across the segment customer base for the projects delivered and areas for service improvement are captured and acted upon
• Responsible for the Deployment, planning and support of Field Resources during Corrective and Preventative Maintenance activities.
• Maintaining and updating Relevant project and Field deployment tools.
• Accountable to ensure that all mandatory SES training is completed on time and technical knowledge associated with the products being delivered are current to maintain the SES Standards expected.
• Any other associated responsibilities as the role develops

COMPETENCIES

• Effective Communication – Strong verbal and written communication skills with the ability to convey messages clearly and appropriately to both internal and external stakeholders.
• Project Execution – Strong organizational and project management skills to drive initiatives from planning to completion with efficiency and effectiveness.
• Accountability & Decision-Making – Ability to take ownership, use sound judgment, and make informed decisions under pressure.
• Collaboration & Teamwork – Strong interpersonal skills to work effectively in a diverse, high-energy, and multicultural team environment.
• Customer-Centric Mindset – Commitment to delivering exceptional service with a passion for understanding and meeting customer needs.
• Adaptability & Resilience – Capacity to thrive in fast-paced, dynamic environments while embracing change and overcoming challenges.
• Results-Driven Approach – Sense of urgency, initiative, and competitive drive to achieve goals and deliver high-impact results.
• Continuous Improvement – Proactive approach to identifying opportunities for optimization and driving ongoing improvements.
• Clear & Engaging Presentations – Ability to deliver compelling presentations and effectively communicate key ideas to various audiences.

QUALIFICATIONS & EXPERIENCE

• Bachelor of Science (preferably in Engineering, Technology, Computer Science, or Information Systems) or equivalent industry experience required.
• 8 to 10 years’ relevant experience in a project management, business management, service delivery and/or account management role
• A minimum of 5 years’ experience combining relevant telecom or satcom technical and project management ideally in the context of service delivery
• Proficient in the use of Microsoft Office Applications and CRM systems
• ITIL Service Management certification (preferred)
• PRINCE2, PMP or equivalent project management certification or proven project management experience
• Fluency in English