Service Manager

Job Locations DE-Frankfurt
Job ID
2017-1018
Category
Customer Service/Support
Position Type
Permanent Full-Time

Overview

  • As a Service Manager you are working for selected customer accounts, ensuring that customer’s operations interface is maintained outside the day-to-day Ticket Management and that the overall quality of services and all contractual requirements are met and reported.
  • Supporting and consulting customers regarding our products and services.
  • Investigating and solving customers’ problems, which could have complex or long-term impact on the Service Lifecycle
  • Preparing and implementing action plans
  • Ensuring quality and customer-service standards
  • Completing audits
  • Identifying customer service trends: by negative trends àcreating improvement plans
  • Building up successful and resilient customer relationship

Responsibilities

  • Preparing documents, such as customised SLA-reports, Service Improvement Plans (SIP’s), Quality Assurance Plans & Customer Performance Analysis, detailed Reason for Outage reports (RFO), etc.
  • Taking care of dedicated, target customers and conducting a Lifecycle Management of the implemented services
  • Planning and participating at Customer Service Review Meetings
  • Performance Tracking in relation to the committed KPI´s
    • Analyzing incidents and taking measures to avoid similar problems in the future
  • Calculating contractual penalties
  • Supporting our Sales, Solution Engineering & Carrier Relation teams regarding customers’ and suppliers’ issues
  • Supporting operational units (NOC, TIER3, etc.)
  • Managing and mitigating escalations
  • Managing internal projects 

 

Qualifications

  • Experience in a similar role
  • Ideally experience in the WAN / IT/ telecommunications environment
  • IT / Telecommunications education or training
  • Excellent command of English and German
  • Technical understanding and ability to deal with complex topics
  • Ability to plan and implement solutions independently
  • Target and solution-oriented approach
  • Advanced knowledge of MS Office tools and Visio

General skills, competencies and disposition

  • Team Player
  • Open communicator
  • Structured, responsible and reliable personality

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