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
- Opportunity to join an acknowledged company - Competitive compensation package - International and multicultural professional environment
Elvárások / Requirements
Amit kínálunk / Offer
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