About the Role
Serve as the primary point of contact for all matters related to service delivery, acting as a liaison between customers and partners throughout their lifecycle.
Key Responsibilities:
1. Monitor contract operational management by reporting on Operational Level Agreements (OLAs), Service Level Agreements (SLAs), and Key Performance Indicators (KPIs); propose related improvement initiatives; enhance the service according to contractual specifications.
2. Lead service meetings periodically with customers and partners to discuss projects, service requests, tools, and relationships, as well as reports demonstrating achievement of SLAs and KPIs and compliance with contracts.
3. Track escalations, major incidents, and the implementation of standard or non-standard changes. Escalate, internally and externally, to ensure contract compliance.
4. Identify business opportunities and customer needs, both within and outside the scope of the service catalog. Understand and evaluate customer requirements in the lead-up to sales to assess impact on the operational organization and ensure service delivery afterward.
5. Oversee documentation updates after changes, maintain Operations Manuals and SLAs documenting customer-specific requirements.
Requirements and Qualifications
To excel in this role, you should have:
1. A master's degree, preferably in a relevant field such as Telecommunications, Business Administration, Engineering, or a related discipline.
2. A minimum of 5 years of demonstrable experience in relevant roles.
3. Strong communication skills in English.
4. Experience within the ICT/telecom sector or the ability to understand the telecom market and general operations of the business to work in a complex, evolving environment.
5. Good knowledge of the principles and processes of service management.
6. The ability to detect opportunities and threats and proactively propose measures to promote customer satisfaction, growth, and long-term relationships.
7. T-shaped skills, finding a balance between priorities and time spent.
What We Offer
We provide a comprehensive compensation package including a competitive gross monthly salary depending on experience, supplemented with numerous fringe benefits.