Manage Strategic Accounts and do the governance on related Service Delivery & Assurance of customer services. Identify BI BPR enablers and recommend improvements actions for continual service improvements. The Service Manager (SM) will be working with a number of key accounts. SM will manage the operational relationship between the customer and the company to develop a positive environment which will facilitate positive client relationship. SM will also need to ensure that SLA's are met and that there is a point of accountability for service requests.
Project manage all simple and complex fixed, Mobile, ICT, etc Services installations for assigned accounts Handle all scheduling and coordination of outages Lead coordination of all coverage improvement efforts Identify the upsell opportunity and upcoming requirements Focal point for all customer technical communication and lead the communication during escalation and strategic decisions for technical cases Send weekly updates and hold quarterly service reviews Be focal point for all fault resolution follow up for both planned & unplanned.
Co-ordination with related parties for either Delivery of new MPLS & Voice Services also maintenance of services and/or equipment faults.
Liaise between customer and internal departments (Sales and Operating Unit)
Attend to Customer Service Issues and Reviews
Make recommendations to management on mechanism to improve service
Provide timely feedback to the client; service changes, actions and opportunities that are likely to impact their use of services
Single point of contact between operations group and client
Accurately and comprehensively record incidents in order to identify and efficiently obtain the root cause
Identify incident trends and instigate remedial actions
Responsible for incidents from beginning to end (Quality control) together with the Lead Engineer
Develop clients customer reports
Conduct Monthly Network Performance review that covers the following
- Previous meeting minutes
- Present monthly network availability report
- Develop improvement plan for prolonged outages, no trouble found and recurring fault
Act as SPOC on deployed site for all customers and irrespective of services.
Ensures proper functioning of all facilities and system features.
Ensures friendly attitude towards customers to maintain high level of corporate respect.
Response to perform any other related duties as required.
Ensure that all solutions are supported by the Network and Service Department
Coordinate closely with the dedicated Project Manager and Lead Engineer for optimal implementation of client circuits
Update client with Delivery milestone
Ensures timely completion of Delivery orders
Skills
B.E. or B. Tech. or BS in Computer Science or Electronics and Telecommunication.
ITIL V.3 Expert/intermediate Certification.
CCNP Certifications or higher.
Minimum of 6 years of experience with Service Management/Service Delivery Management for customers of Service Provider/Telecom company
Demonstrated experience of leading “Continual Service Improvement” programs in a large Enterprise or in a Service Provider Environment.
Excellent business and client engagement skills with minimum of 3 years of experience in leading a large or complex projects with multiple stakeholders.
Excellent analytical & Customer communication skills with a demonstrated ability.
Demonstrated experience in developing and documenting work instructions and processes for Pre-Implementation Support in a large enterprise or in a Managed Service provider environment.
Excellent knowledge of Supply Chain Management, Procurement and Inventory Management processes and tools in a service provider environment.
Knowledge of various telecom and ICT products and solutions including connectivity, UC and Security.
Expertise or working knowledge of Microsoft Projects, Visio and MS and other BPM tools.
Knowledge of OSS and BSS application