Keywords: Service Management, Customer Centric, Networking, Telecommunication, Operations
Our client is seeking a Service Manager who will act as the face and voice for their top priority customers, ensuring service delivery, assurance, and improvement. This role requires a customer-centric individual with a passion for problem-solving. The successful candidate will be responsible for keeping customers informed in a timely fashion and communicating with both customers and internal stakeholders to ensure customer needs are met. Regular customer visits are also part of this dynamic role.
* Lead point of contact for operation matters specific to assigned customers
* Builds and maintains strong, long-lasting customer relationships
* Monitors fault outage and customer’s complaints to define patterns and work towards reducing recurring issues
What you'll do:
As a Service Manager, you will be the primary point of contact for our top priority customers. Your role will involve building and maintaining strong relationships with these customers, ensuring their needs are met in a timely and efficient manner. You will be responsible for monitoring the performance of services subscribed by the customer, ensuring compliance with SLAs and contracts. In addition, you will proactively manage customers during fault outages, assist with challenging client requests or issues related to operational matters, and take charge of customer escalations as needed. Your role will also involve coordinating preventive maintenance, failover tests or customer DC housekeeping to ensure service stability.
- Operate as the lead point of contact for all operation matters specific to assigned customers
- Build and maintain strong, long-lasting customer relationships
- Perform customer health checks by monitoring performance of services subscribed by customer for SLA and contract compliances
- Proactively monitor situations and manage customers during fault outage
- Assist with challenging client requests or issues related to operation matters and take charge of customer’s escalations as needed
- Ensure the timely and successful delivery of Service Order & solutions according to customer needs and objectives
- Coordinate preventive maintenance, failover test or customer DC housekeeping to ensure service stability
What you bring:
The ideal candidate for the Service Manager position holds a First Technical Degree in Information Technology/Computer Science or Engineering. They have at least 5 years of working experience, including 3-4 years in Telecommunication/IT/Networking. Certifications in ITIL, PMP, PRINCE2, CCNA, CCNP, or Cloud Professional are advantageous. The candidate should have a proven ability to communicate professionally and effectively in both written and spoken English. They should be able to lead, coach, and support a team of people to achieve quality-based outcomes. A self-driven personality with strong analytical skills, problem-solving skills, and the ability to identify trends and opportunities is essential.
- First Technical Degree in Information Technology/Computer Science or Engineering
- Minimum 5 years of working experience with 3-4 years working experience in Telecommunication/IT/Networking
- Proven ability to communicate professionally and effectively in both written and spoken English
- Proven ability to lead, coach and support a team of people to achieve quality based outcomes
- Self-driven personality with strong analytical skills, problem solving skills and the ability to identify trends and opportunities
- Certified in ITIL, PMP, PRINCE2, CCNA, CCNP, Cloud Professional certificate is an advantage
What sets this company apart:
Our client is a leading player in the industry, known for their commitment to providing top-notch service to their customers. They offer a dynamic work environment where innovation and continuous improvement are part of the culture. Their employees enjoy the opportunity to work on challenging projects that make a real difference for their customers. They believe in fostering a collaborative work environment where everyone's voice is heard and valued.
What's next:
Ready to take your career to the next level? Apply today by clicking on the link!
Do note that we will only be in touch if your application is shortlisted.
