Key purpose

Responsible for managing the end-to-end service fulfilment process for In-Flight Connectivity (IFC) services delivered to airlines using satellite communication (Satcom) networks.

Key accountabilities

• Coordinate the provisioning and activation of IFC services for new and existing airline customers.
• Manage workflows for service requests, ensuring all tasks are completed within agreed timelines.
• Collaborate with internal teams, including engineering, operations, and sales, to ensure service delivery aligns with customer requirements.
• Develop and maintain service fulfilment processes to streamline operations and enhance efficiency.
• Identify bottlenecks in fulfilment workflows and implement improvements.
• Monitor adherence to service-level agreements (SLAs) and escalate potential delays proactively.
• Act as the main point of contact for airline customers during the service fulfilment process.
• Provide regular updates on progress and address customer queries promptly and professionally.
• Ensure a positive customer experience through clear communication and issue resolution.
• Work closely with NOC engineers and third-party vendors to resolve technical challenges impacting service delivery.
• Escalate critical issues to higher-level support teams or management as needed.
• Participate in cross-functional meetings to align on customer needs and service delivery goals.
• Track and report on key metrics related to service fulfilment, such as completion time, SLA adherence, and customer satisfaction.
• Use data insights to identify trends and recommend improvements to the fulfilment process.
• Manages Customer Portfolio, including supporting the Head of Customer Operations in identifying areas for increased customer revenue.