At a Glance
- Tasks: Lead service delivery for wholesale customers and ensure excellent customer experience.
- Company: Dynamic telecom company focused on innovation and customer satisfaction.
- Benefits: Competitive salary, career growth opportunities, and a collaborative work environment.
- Other info: Join a passionate team dedicated to continuous improvement and customer success.
- Why this job: Make a real impact in the telecom industry while developing your skills.
- Qualifications: Experience in service management, preferably in telecoms, with strong communication skills.
The predicted salary is between 40000 - 50000 € per year.
The Role
As a Service Manager you will be a key contact for our wholesale customers from onboarding, product launch to service delivery. You will lead regular service reviews, ensure service delivery provides excellent customer experience and be a key escalation point when needed. You will monitor key service metrics and KPIs, mobilise internal stakeholders or teams to drive projects and to resolve issues. You will support the management of annual contract cycles and ensure reporting obligations are met.
Responsibilities include:
- Leading the delivery of service projects as acting as the main delivery interface into our ISPs/wholesale customers, proactively monitoring team activities to meet delivery SLAs.
- Developing a strong understanding of the scope of delivery, commercial milestones, billing arrangements and any associated financial penalties that may be applicable.
- Leading the planning, delivery and execution of all specific client communication throughout the delivery lifecycle.
- Proactive communication with wholesale customers/ISPs including but not limited to regular service reviews via MSTeams and site visits.
- Establishing, managing and reporting of project highlights, risks and issues throughout the project lifecycle both internally to the management team and to client stakeholders.
- Establishing strong, operational working relationships with internal teams to enable efficient delivery of products, system updates or to deliver continuous service improvements.
- Ensure that there are regular meetings and ensure that Freedom Fibre meets any pre-existing Service Level Agreements (SLA) or modify and agree any amendments to the SLA that ensure Freedom Fibre is held to account for any work that they are required to deliver in a timely manner.
- Provide support to the planning and build teams, as appropriate, to ensure a smooth interaction between Freedom Fibre, its partners and suppliers.
- Own a continuous service improvement plan with each wholesale customer and translate this into a business wide improvement plan supported by metrics to drive priorities based on our customer impact.
- Report to management on a regular basis (timing and format to be agreed) on the performance of the service delivered to its clients and highlight risks and issues.
- Manage annual contractual obligations ensuring internal stakeholders are aware of our commitments and deadlines.
- Identify opportunities to maximise contractual value against major contracts.
Reporting to Head of Service Operations
Personal attributes
- Excellent presentation/communication skills
- Results oriented mind set with a proven track record of delivery.
- Ability to create, manage and report business metrics with recommendations for improvements.
- Personal drive and commitment and a desire to make a difference.
- Agile and pragmatic approach to problem solving.
- A team player
- Demonstrate personal flexibility and mobility.
Experience & Qualifications
- Must have performed a similar role in the utilities sector, preferably telecoms.
- Experience of building strong relationships with both internal and external stakeholders.
- ITIL qualification desirable
- Experience working with senior leadership teams
- Computer literate and able to use conventional MS Office software suite of tools.
Our ideal fit
Someone who is passionate about the customer, proven track record in service management and managing large clients. They must be willing to get their sleeves rolled up from time to time to take this business from where it is now to an industry leader.
Service Manager Irlam · employer: Freedom Fibre Limited.
At Freedom Fibre, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our Service Manager role in Irlam provides not only competitive benefits but also ample opportunities for professional growth, allowing you to make a meaningful impact while working closely with our wholesale customers. Join us to be part of a team that values your contributions and is committed to delivering outstanding service in the telecoms sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager Irlam ·
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their service delivery approach and think of examples from your past experiences that align with their values. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in showing your enthusiasm for the role. Mention something specific from the interview to remind them of your conversation and keep you fresh in their minds.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge. Plus, it shows you’re genuinely interested in being part of our team!
We think you need these skills to ace Service Manager Irlam ·
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Manager role. Highlight your experience in service management, especially in the utilities or telecoms sector, and show how you can bring value to our team at StudySmarter.
Showcase Your Communication Skills:Since this role involves a lot of communication with wholesale customers and internal teams, emphasise your excellent presentation and communication skills. Share examples of how you've successfully managed client relationships or led service reviews in the past.
Demonstrate Results Orientation:We love candidates who are results-driven! Include specific metrics or achievements from your previous roles that demonstrate your ability to deliver on service projects and meet SLAs. This will show us you're the right fit for the job.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the table!
How to prepare for a job interview at Freedom Fibre Limited.
✨Know Your Service Metrics
Before the interview, brush up on key service metrics and KPIs relevant to the role. Be ready to discuss how you've monitored and improved these in past positions. This shows you understand the importance of data in service management.
✨Showcase Your Communication Skills
Since this role involves regular communication with wholesale customers, prepare examples of how you've effectively communicated with clients or stakeholders in the past. Highlight any experience with service reviews or project updates to demonstrate your ability to keep everyone informed.
✨Demonstrate Problem-Solving Abilities
Think of specific challenges you've faced in previous roles and how you resolved them. Be prepared to discuss your agile and pragmatic approach to problem-solving, as this is crucial for managing service delivery and client expectations.
✨Highlight Your Team Player Attitude
This position requires collaboration with various internal teams. Share examples of how you've built strong relationships and worked effectively within a team to achieve common goals. Emphasising your flexibility and willingness to support others will resonate well with the interviewers.
