Customer Service Manager

Duties and Responsibilities

Service Level Management:

• Ensure overall services are delivered within SLA
• Identify issues and initiate SIP's proactively together with problem management processes across internal teams and external suppliers

Incident Management:

• Monitor incident management process in NOC.
• Handle escalated incidents via ITSM platform and reporting tools.
• Track incidents that are at risk of breaching SLA
• 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 change control - CAB

Customer Engagement:

• Conduct Customer monthly reviews and identify opportunities for improvement
• Compile required reports and documentation

Projects:

• Participate in project scoping (technical and service management)

Portfolio Data Integrity:

• Work with Sales and Operations to collate and update customer inventory of all customer assets, configuration and topologies

Minimum Requirements

• At least 5-10 years in a customer facing position within the IT industry, minimum of 3-5 years in a similar management role
• 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
• Project Management experience preferable
• Track record of delivering services and solutions in complex Telco environments
• Prepared to work overtime and flexible working hours
• Willing to travel locally and internationally
• Must have own transport
• Valid passport

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
• Excellent Word, PowerPoint and Excel skills

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