• Service Manager

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

    euNetworks is a European provider of bandwidth infrastructure services. We focus on delivering scalable, fibre based products and solutions to a customer base that is at the centre of technology transformation. Our customers require fibre based data centre to data centre connectivity, both within the key cities in Europe and between these cities, supporting both their bandwidth growth and the performance requirements that their applications demand. Our customers’ needs shape how we develop our network further.

    We own and operate 14 dense fibre based metropolitan city networks. These are connected with an intercity backbone covering 49 cities in 15 countries. Our metro networks are in London, Manchester, Dublin, Amsterdam, Rotterdam, Utrecht, Paris, Frankfurt, Cologne, Dusseldorf, Stuttgart, Munich, Hamburg and Berlin.

    euNetworks leads the market in data centre connectivity, directly connecting over 350+ in Europe today, with further data centres indirectly connected. We are also a leading cloud connectivity provider, connecting 14 cloud platforms; and have a growing presence in the developing macro-cell and small-cell market for fibre connectivity. Our product set of Fibre, Wavelengths and Ethernet is bundled to deliver bandwidth solutions for our customers, from euTrade to Cloud Connect, DC Connect and euSpectrum.

    Responsibilities

    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

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed