Service Manager

Service Manager has overall ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity with designated customers by demonstrating a comprehensive understanding both of the customers’ business requirements and the products and services that are used to support these requirements.

Key competences on this position are:
- Point of Client escalation
- Point of internal escalation and enquiry
- Supporting across Assurance, Delivery and Billing
- Providing Client facing reports
- Analysis and recommendations based on available data/reports
- Including capacity management, site resiliency
- Creating and managing Service Improvement plans
- Maintaining Customer specific service guides
- Participation/Leadership on Client calls

The successful candidate should have the following attributes:
- At least 4 years’ experience in a global network service role, of which at least 2 years with a customer facing role
- Familiar with financial terminology, contracts, invoicing, Service Level Agreements
- Ability to multitask in a complex environment and deliver to timescales
- Very good presentation skills
- Sufficient seniority to interact at senior levels within an organization
- Ability to work in isolation and on own initiative in highly pressured situations
- Fluent level of English
- Sales- or Project management experience is an additional advantage