Telecom Service Manager – Delivering Excellence in Customer Experience

5 days ago

Bengaluru, Karnataka, India beBeeService Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Role: Service Manager – CSM/SPM/GST

As a pivotal figure in the management hierarchy, you will serve as the primary interface responsible for daily oversight of contract compliance and administrative responsibility of governance processes.

  • Conduct Service Management Reviews to ensure services and performance are aligned with business objectives.
  • Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and provide these to stakeholders for subsequent amendments/agreements/revisions.

Your responsibilities will also involve:

  • Business Relationship and Governance Management:
    • Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to address red flag issues, identify opportunities, and ensure compliance with contractual obligations.
    • Manage Customer enablement duties such as portal access, training, and ongoing Customer needs.
  • Operational / Performance Management:
    • Manage Service Level assessment, reporting, and conduct analysis on trends and patterns; Provide SLA reporting. Collaborate with service assurance, delivery, and finance teams for recommendations and service improvement plans when warranted.
    • Review Key Performance Indicators (KPIs) and provide action plans when necessary.
    • In conjunction with Operations and Service Delivery, continue to seek areas for process enhancements, streamlining, and driving improved performance collectively.
    • Identify ongoing benefits, opportunities, and innovation for continual service improvement.

You will be expected to achieve KPI improvements of:

  • 100% Attainment of Tier 1 KPIs
  • 10% NPS Improvement
  • 30% Credit Reduction

To be successful in this role, you will require:

  • 6+ years of related Telecom/Networking service management experience
  • Strong organizational, presentation, and problem-solving skills
  • Demonstrated experience with verbal and written communication
  • Business and Financial acumen
  • Ability to communicate with multiple levels of leadership
  • Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word

Prior qualifications that would be advantageous include:

  • Any graduate qualifications
  • Any Postgraduate qualifications
  • Telecom or Networking Domain experience mandatory
  • Fluency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
  • ITIL Certificate Preferred

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