Customer Service Manager (Telecommunications)

SUMMARY:
Responsible as the primary point of contact for selected key designated customer portfolios for all service-related issues. Manage Customer expectations based on contract, service, resources available and optimize the company’s service offering based on Customer’s business objectives. Be seen as the Customer Main escalation point in the companies and coordinate an effective response across internal & external teams in all time zones for timely resolution. The company should utilize a flexible, logical. systematic and Agile approach internally and with customers. Manage the primary customer relationship together with Sales and align with the company’s customer strategy.

POSITION INFO:
Key Performance Areas Service Level Management 20% Incident Management 20% Change Management 20% Customer Engagement 20% Projects 20% Competency Requirements for Position Knowledge: Network topology and architecture experience: Knowledge of Cisco networks (troubleshooting and analysis) - MPLS, VPN, Routing, LAN, Switching Knowledge of general network products i.e., shaping, compression, acceleration etc. Knowledge of SDWAN\/ Cloud \/ Security Skills: Able to build rapport with Customers and engineers Project management skills Proficient at report generation Excellent Word, PowerPoint and Excel skills Excellent communications skills (verbal and written) Strong presentation skills at C-level engagements Behavioral: Customer Responsiveness Commercial acumen Attention to detail Self-motivated Stress tolerant Proactive Excellent interpersonal skills Good judgement Ability to prioritise Collaborative Ability to drive internal and external teams efficiently Minimum qualifications: Engineering \/ Computer Science \/ Information systems degree or equivalent experience advantageous ITIL Foundation level essential \/ Lean Sigma Customer Service \/ Relationship Management - advantageous Experience with heterogenous complex Enterprise client environments Minimum Experience: At least 5-10 years in a customer-facing position within the IT industry, minimum of 3-5 years in a similar management role Project Management experience preferable Track record of delivering services and solutions in complex Telco environments Other requirements: Prepared to work overtime and flexible working hours Willing to travel locally and internationally Must have own transport Valid passport Job Grade: C4 Key Stakeholder Relationships Internal All departments External Customers Suppliers Vendors Account Directors Key Performance Areas & Indicators Service Level Management: Ensure overall services are delivered within SLA - Within SLA parameters Identify issues and initiate SIP's proactively together with problem management processes across internal teams and external suppliers - Cost effective decision making. Within levels of authority Incident management: Monitor incident management process in NOC. - Reduction in number of incidents and problems Handle escalated incidents via ITSM platform and reporting tools. - Issues identified and corrective action implemented Track incidents that are at risk of breaching SLA - Accurate, on time reporting Provide Customers incident report following incidents Coordinate crisis incidents with NOC\/ Global Operations and Infrastructure teams until resolution Change management: Manage all change requests i.e., log changes, planning, progress, escalations etc. - Ensure effective and efficient implementation Ensure change control - CAB - Ensure effective and efficient implementation Customer engagement: Conduct Customer monthly reviews and identify opportunities for improvement - Implementation of agreed improvement plans Compile required reports and documentation - Completed correctly and according to agreed Customer schedule Projects: Participate in project scoping (technical and service management) - Represent Service Management Portfolio data integrity: Work with Sales and Operations to collate and update customer inventory of all customer assets, configuration and topologies - Monthly and ad-hoc audits on customer network inventory