On behalf of our partner company we are looking for candidate to fulfil the following position for the Technology Enterprise Department:
Technology Enterprise Senior Service Manager
Utilise to demonstrate the differentiated value provided by the company and to prospect for additional business.
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
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
Sign-off, approve and manage SLA commitments included in customer contracts
Ensure the Customer is aligned and contracted to the appropriate service model
Delivery of appropriate service performance reports to provide objective evidence of delivery versus contracted SLA
Proactively define new reports and reporting requirements
Engage with the resolution group on high impact incidents
Provide technical support to sales representatives during customer facing meetings
Must have technical / professional qualifications
BSc. in Computer/Industrial/Electrical Engineering or Economics
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
Business relationship management skills, experience is effectively dealing with and influencing different stakeholders