Position Summary

Why join our team?

The role is located in the Samsung Networks Europe’s (SNE) team of Mission Critical Solution Delivery. The team is determined to enter the Public Services domain in Europe with our market leading portfolio of products ranging from Device Clients, RAN, Core and MCPTX Application Services.

The Service Delivery Manager coordinates the Delivery team, with support from the Technical Director. They are vital to SNEs mission, ensuring our products meet customer expectations, contractual goals, and SLAs.

By joining us, you join a team of highly motivated technical specialists who are trusted to define and deliver our industry leading MCX solutions supported by a strong team of colleagues locally and in our Korean Headquarters!

Role and Responsibilities

Your key responsibilities

Efficiently lead a team of Level 3 engineers who guarantee the efficient operation of our products and services based on performance objectives and availability targets. Moreover, coordinate the resolution of trouble tickets within specified SLAs.

Lifecycle management of internal and external trouble tickets and information requests raised on Samsung systems.

Provide technical support to customer cases, helping to identify and address issues within defined SLAs by collecting and analysing detailed logs.

Ensure appropriate resources and reporting structures are defined for accurate tracking of ticket progression. Generate and present agreed reports to show ticket resolution status and highlight concerns to leadership team.

Perform creation and analysis of KPI reports and dashboards to identify performance degradation or anomalies, gather necessary logs and provide detailed RCA reports to stakeholders.

Support MCX solution design workshops with Solution and Test colleagues to ensure alignment and visibility of upcoming features and functional changes.

First line management of support engineers, defining objectives, performing interim reviews and appraisals under the guidance of the Technical Director.

Develop training and development plans for support engineers.

Lead regular ORM meetings with key stakeholders to present availability and performance reports and track ongoing trouble tickets within SLAs

Collaborate with Solution Managers, Test Manager and PMs to ensure continuity of solution delivery and reporting.

What we need for this role

To be successful, you will possess the following skills and attributes:

SC Clearance (valid current SC clearance is preferred but must be eligible for SC)

A comprehensive background knowledge in 4G/5G Core technologies, in particular Voice/Video and Data services to Mission Critical users and applications

Extensive expertise of MCX Client applications and SDK solutions running on Android (GMS, Non-GMS and Android Go), iOS, Linux and Windows OS.

Extensive knowledge of LTE and Android analytics tools to build service dashboards.

SW lifecycle management for VNF architecture deployments on VMware

Expertise in network troubleshooting to support cross party investigations into e2e issues and present RCA or workaround proposals to ensure solution availability at all times.

In depth knowledge of 3GPP specifications and Mission Critical features.

Excellent presentation and interpersonal skills with written and spoken English.

Ability to maintain high standards of work and remain adaptable to changes in a dynamic working environment.

You have an Engineering degree or equivalent experience in Computer Science, Electronics, Telecoms or a related field.

Awareness of GCF and other testing standards for client certification.

What does success look like?

Highly motivated and self driven to lead a small team of technical experts

Define and deliver all Service Delivery activities to defined SLAs and network availability requirements.

Collaborate with PMO functions to deliver timely updates on issues and ensure any risks are categorised, tracked and resolved in the appropriate reports.

Develop strong and effective working relationship with customers and partners.

The interview process

Following the screening of candidate CVs there will be a 2 stage recruitment process covering technical and suitability topics.

The technical interview will involve candidates demonstrating their in-depth knowledge of Device client and Core network service lifecycle management. Walkthroughs of previous projects to showcase candidate's expertise in developing dashboards for important metrics and availability, troubleshooting methods, and handling blocking issues. Demonstration of relevant expertise in similar Service Delivery roles.

The suitability interview will be a wider review of the candidate’s suitability and availability to accept the role if offered and their motivation to join Samsung. It will cover topics such as: willingness to be UK SC cleared, understanding of the role, flexibility to work at various project or customer locations and cultural “fit” into leading and being part of small highly motived teams.

Skills and Qualifications

Benefits of working at Samsung include

Bonus scheme linked to individual, team and company performance

Car allowance

Pension contribution

Three volunteering days each year

Holiday - 25 days plus bank holidays and an additional day off for your birthday

Access to discounts on a wide range of Samsung products

Access to a discount shopping portal

Partner Colleagues are not eligible for Samsung Enhanced Paid Sick Leave but may be eligible for statutory payments from their payroll agency

Up to 20 (pro-rata) Partner Absence days per calendar year to be used in times of need

A note on equal opportunities

We are an equal-opportunity employer and value diversity at our Company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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