Business Analyst, Contract, Isle of Man

Service Manager (Enterprise Services) required to join an expanding telecommunications company on the Isle of Man to provide service management leadership and be accountable for customer satisfaction. Ideally suited to an experienced Service Manager with extensive experience in a similar service management position in an enterprise business services company.

The Role…

Service management:

Meet with a portfolio of Tier 1 and Tier 2 customers on an agreed governance schedule and perform service management reviews with them. This includes providing reporting, minuting the meetings and tracking actions

Own the client relationship from a service perspective

Work alongside Enterprise Account Directors and their clients in providing first class service to clients

Provide information to customers relating to any query on products or services

Develop, provide and present business customer reports and audits on their services at regular meetings; in-person or via video conference

Provide responses to customer requests for information related to billing queries

Manage customer escalations on service issues relating to delivery and fault management

Provide project management type support on major customer projects.

Contribute to the Enterprise Customer Account Development Plans

Service delivery:

Assist Account Directors with all aspects of Enterprise customer projects and orders
Co-ordinate work with service delivery teams on the progress of installations and equipment request
When necessary, ensure the appropriate engineering resource is liaising effectively with the customer, providing updates of appointments, notification of changes and calls on day of delivery
Provide support and coordination for major customer projects

Service faults:
Deal with any escalations of logged faults on behalf of the customer, ensuring the appropriate engineering resource is providing effective customer updates
Manage logged faults to ensure all faults are resolved and closed within the agreed service levels
Work closing with the Service Operations Centre (SOC) to ensure resolution of incidents and problem management in line with ITIL best practice.
Manage customer escalations for service delivery or faults or any issue raised by the customer
Be the key point of contact for the customer during major incidents and/or outages providing clear customer communications on updates where needed
Ownership of providing customer RFO (Reason for Outages) in a timely and cohesive manner

About you…
Experience in a service management position and performing a similar role in an Enterprise business services company
Passionate commitment to technology, quality, and success.
Have a flexible attitude to work, able to work within teams or to work alone as necessary, without direct supervision and trust to exceed customer satisfaction levels
Experience coordinating resource schedules, demonstrating strong organization skills with the ability to manage multiple tasks
Experience dealing with customers at all levels, especially at c-suite level to provide reports and presentations on performance
Demonstrated high levels of accuracy with excellent time management and organizational skills
Experience of customer relationships with the confidence and presence to successfully discuss and advise customers
Should be comfortable managing projects, and taking on project work streams from larger projects as they relate to your customers
Keen understanding of customer service and relationship management, and ease communicating all technical and business functions where required, ensuring service deliverables, delivery plan and ongoing progress with the assigned Project Manager
Appreciation of the Enterprise Business market and customers
Knowledge of Microsoft Office, in particular Microsoft Excel and PowerPoint
Experience of delivering service to agreed budgets, with internal governance adhered to, whilst considering ways to improve the service at a reduced cost

The Reward…
Market rate salary
Comprehensive benefits package
Discretionary bonus structure