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Senior Service Manager

Régió: Budapest

Randstad Hungary Kft.

Hozzáadva: 2017.06.26.
Jelentkezési határidő: 2015.06.19.
Hirdetés azonosító: 887287

Senior Service Manager

Pozíció leírása / Job description

We are looking for a Senior Service Manager for our multinational partner, who has a leading position in the Hungarian telecommunication market.


- Developing and maintaining a proactive service strategy, building strong relationships, both internally and externally and leveraging these to support the generation of new business opportunities
- Ensure the quality of the solutions offered to the business is in-line with customer requirements.
- Continuously monitor existing processes and notify process owners in case of room for improvement identified
- Suggest service improvement plans and drive initiatives based on the customer experience
- Review the service with both the business and the technical teams regularly and manage the expectations between the business and the technical solutions
- Deliver and maintain enterprise service catalogue in strong cooperation with Technology and Enterprise Business Unit departments
- Provide technical escalation point to partner areas and customers
- Monitor service level KPIs and intervene if degradation noticed
- Drive task forces established upon high level escalations
- Provide technical support to sales representatives during customer facing meetings
- Delivery of appropriate service performance reports to provide objective evidence of delivery versus contracted SLA


- BSc/MSc in Computer Science /Industrial/Electrical Engineering
- At least 7 years working experience
- At least 4 years Telecom or ICT service management experience
- Understanding of all ITIL principle components, at least qualified to Foundation level
- Experience managing help desk, change and incident management
- Experience with network management systems (element mangers, alarm systems and correlation engines).
- Track record working on corporate accounts in a service role
- Experience of previously operating at senior management level.
- Strong communication and decision making skills – ability to balance conflicting interests and prioritise effectively
- Strong verbal and written English knowledge

Amit kínálunk:

- Opportunity to join an acknowledged company
- Competitive compensation package
- International and multicultural professional environment

Elvárások / Requirements

Amit kínálunk / Offer

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