Service Manager (Telco Operations)

{JLinkedApply companyid=2428569 email=This email address is being protected from spambots. You need JavaScript enabled to view it. jobtitle=Service Manager (Telco Operations) joblocation=Singapore themecolor=#5573b7 phone=true}

To have overall responsibility for Quality of Service and Customer satisfaction for all implemented our client in-sourced and outsourced (Network, IT Services, Mobility, Voice and/or integration solutions) services and solutions on assigned customer(s). (measured against Service Level Agreements).
To have overall responsibility for Quality of Service and Customer satisfaction for all implemented our client in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements)
To be the customer’s primary point of contact within our client, for all Service related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point (The Global Customer Support Centre (GCSC) will be the primary escalation point).
To proactively identify existing customer needs, and opportunities to grow the customer relationship with our client Work with the account team to up-sell Service Management and/or other products and services.

To maintain adequate knowledge of our client solutions and services

Service Level Management
Availability Management
Capacity Management
Change Management
Configuration Management
Financial Management
Continuity Management

Requirements:

Qualification:

Degree level or equivalent (Business or Science Degree); ITIL certification

Experience:

Customer Service and Project Management experience
at least 2 -3 yrs of work experience in customer-facing organizations within the telecom or IT industry
virtual team management experience
good level of practiced technical knowledge

Skills:

Language Skills: English (if not mother tongue, fluent written and verbal), local language
Technical Skills: good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
Soft Skills: good communication, negotiation, presentation, organization skills
Can work independently, shows initiative and proactivity
Can work well under pressure and can handle escalations calmly and competently.

Posted by