• Service Manager

    Job Locations UK-LND-London
    Job ID
    2018-1087
    Category
    Information Technology
    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 to creating 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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