Service Manager Of Telecommunications Services

Year    Zürich, ZH

Job Description


Role

  • Lead and undertake continuous improvement initiatives.
  • Detect and propose for the generation of new sales of services.
  • Perform exhaustive monitoring of compliance with SLAs.
  • Integrate the SLA compliance information of the areas and partners involved in providing the service.
  • Validate and update all operation manuals and service delivery and acceptance guides.
  • Manage the escalation of incidents generated by ensuring that all the necessary steps are taken for their correct treatment and resolution.
  • Deliver the service assurance reports to the client.
  • Ensure the company's objectives in terms of customer satisfaction, according to periodic satisfaction surveys.
  • Investigate and resolve customer complaints regarding billing, interacting with the different internal financial areas involved in solving the problems, and also generate official communication to the customer explaining the discrepancies and corrections to apply.
  • Define the governance model with the client.
  • Assist in the Presales activities in the validation of the service and government annexes in new contracts and offers to the final customer.
  • Lead the transfer of information between departments in the projects for the implementation of new contracts to ensure a complete transfer of information, with quality to operate the services in an excellent way.

Minimum Requirements
  • More than 4 years of experience in providing Service / Project Management or Customer Service and in the telecommunications sector.
  • Experience in the implementation of MPLS, mSIP, M2M, IoT networks, among others, as well as IP Telephony services, security among others.
  • Native English or bilingual language management.
  • It will be positively valued to have worked within Telco groups in services similar to the one requested.

Desired Requirements
  • ITIL Foundations 3.0 or higher certification, preferably with a qualification in engineering, technology or related, or quality management certificates in service.
  • Business-related qualification (MBA...)
  • Other languages, valuable Spanish, German, French.
  • ITIL Foundations 3.0 or higher certification, preferably with a qualification in engineering, technology or related, or quality management certificates in service.
  • Business-related qualification (MBA...)
  • Other languages, valuable Spanish, German, French.
  • Strong customer service culture.
  • Strong management skills and able to work in matrix type management organization.
  • Proven organizational skills and able to work under pressure.
  • Strong communication and presentation skills with the ability to communicate with customers and company's at executive levels.
  • Team work oriented and committed to achieve company goals.
  • Results oriented and familiar with managing performance indicators.

Job Type: Full-time

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Job Detail

  • Job Id
    JD74186
  • Industry
    Fertilizers/Pesticides
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Zürich, ZH,
  • Education
    Not mentioned
  • Experience
    Year
  • Apply By
    Feb 19, 2020
  • Job Posting Date
    Nov 21, 2019