Beschreibung
Service Manager - Sales Service Lifecycle (mw) / Kennziffer - 28216Background
The position will be located in our Frankfurt (Germany) Office and will report directly to the Regional Manager of Service Management, Europe within the Global Customer Service & Operations group. The role requires availability and flexibility for business travel within and outside the region.
The Service Manager is the customer champion throughout the service lifecycle.
Manage and surpass the customers’ expectations and contractual obligations
Be the business champion, ensuring that services are delivered on time and managed throughout the lifecycle. Operate at a senior level across all lines of business and shared service departments; internally and externally, working collaboratively to ensure that our customers are provided with the best possible experience from the first engagement with TCL and continually throughout their lifecycle and that TCL is meeting or surpassing its contractual obligations.
The position is a primary interface within the region for Enterprise sales and customers alike.
Work within a Service Management team and collaboratively with Sales Management
account governance model for strategic account planning, Customer experience management,
driving process improvement and leading pre and post-sale interactions
The scope is across Business relationship Management, Financial and Service Management
Responsibilities
Manage all service delivery, operations and financial aspects of their clients contracted services
Collaborate with relevant account teams for his or her accounts to ensure Service Management processes are continually focussed on Customer Satisfaction, New Business, growth within existing accounts, profitability, churn and retention.
Development of best practices and procedures for all accounts
Work collaboratively with relevant account teams for his or her accounts for target setting, SLA adherence and the continual improvement and measurement of customer satisfaction
Act as a senior point of escalation for his or her customer accounts
Requirements
ITIL foundation level or higher
Negotiation and dispute resolution skills
10+ years’ experience in a telecommunication network operational environment - Enterprise in particular!
First-hand experience of project management, Service delivery, NOC / SOC, Billing and service delivery environments, Customer Experience Management experience
Ability to federate resources from cross functional / departmental teams
Excellent working knowledge of Data, MS tools, Xmsn, Voice, VoIP, Signalling, Data Centre / Hosting systems environments, UCC, Cloud and Security.
System development, reporting requirements and portal development
Comfortable, confident and experienced in dealing with Senior, ‘C’ level customer contacts
Excellent presentation and communication skills such as will be required to create and preserve customer relationships, Strong trouble shooting and analytical skills. Process, results and people oriented
Work in multidisciplinary teams, which are expected to reach a common goal
Comfortable working for an International Organization composed of multiple cultures, language accents
Communication skills both spoken and written - Knowledge of a 2nd language is an asset, different time zones and that on a day-to-day basis
Availability for travel within Region and occasional RoW
Relevant information:
Please submit your application documents including management summary in english language.
Art: Contract
Ansprechpartner:
Herr Marcus Seeliger
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