Service Relationship Manager
- Location:
- Manchester jobs
,
Lancashire jobs
- Salary:
- £35000 - £40000 per annum + bonus, health, pension & more
- Company:
- MECS Communications
- Job type:
- Permanent jobs
- Date posted:
- 05/11/2009 12:43
- Job id:
- 45867766
- Contact:
- Josh Procter
- Ref:
- Totaljobs/sm-01-08. 09
Senior Service Manager - c£40,000.
Manchester, Lancashire, Stockport, Cheshire, North West England
A fantastic and rare opportunity for an experienced Senior Service Manager to assist in further building and enhancing the reputation and "quality brand" of a leading Telecommunications service provider through the provision of professional service delivery and customer services by fulfilling the Senior Service Relationship Manager vacancy.
Woking for this highly respected & global brand as part of the Service Delivery and Customer Operations team, the position manages a team of service managers & is offered on a permanent basis with a basic salary of circa £40,000 plus Bonus, Pension, Health Care and other corporate benefits.
Reporting to the Head of Service Relations, the role is based in the Manchester, Lancashire, Stockport, Cheshire, North West England area. The senior service manager role is accountable for the leadership of service management teams and the continuous improvement of client satisfaction, retention and account development for a variety of wholesale, channel partner, reseller and corporate customers. This will be achieved through the effective management and professional service delivery of products, solutions and services.
As a leading Telco brand, the company offers a compelling mix of Global Communications and Networked IT services to major corporate & fortune 500 companies and through its alliances with a number of wholesale, channel partner and reseller organisations. Through their comprehensive WAN based on Openreach, IPStream, DataStream, 21CN, Ethernet and LLU network infrastructure, the company provide a product and service portfolio comprising of seamless converged network, internet & IT solutions across Data IP, Wireless, Internet Access, Security, Hosting, Managed Networks, Voice and VOIP technologies.
The senior service manager will take ownership for specified "high value" and priority accounts and will deliver a devoted customer interface and champion in order to ensure ongoing service continuity. Engaged at every level and throughout the full 360 degrees of service operations, the position will create a strong customer presence and own and develop the relationship in order to maintain, drive and improve revenues & customer satisfaction / retention.
Supporting the largest clients for the business and managing the end to end relationship, the service account manger will be involved with: requirements and need capture, service problem resolution, root cause analysis to reduce the level of incidents that arise, process mapping and implementation of client procedure requests, providing a point of escalation for any issues, acting as the customer champion / tsar, attending meeting at customer sites, researching / developing & cultivating understanding of accounts, their needs, expectations, reporting on customer feedback, resolution of unresolved faults, incidents management, ongoing service management and improvement, guarding and maintaining SLA's & KPI's, creating client service plans and partnering sales teams for business case development, new proposals and bids.
You will also manage and lead a team of service and relationship managers who will report directly to you.
To be considered for this opportunity candidates should possess previous proven experience of managing key B2B relationships within a Service Account Manager type role for a leading Technology, Telecom, Internet or ISP company.
You will have supervisory and management experience, an understanding of ISP, Telecom or Hosting technology / products and services plus either an ITIL Foundation / ITIL Practitioner, Prince2 or other similar project management methodology.
Environment: Telco, Telecom, Carrier, Internet, ISP, Service Provider, Hosting, Service Account Manager, Service Manager, Account Manager, Service Associate, Customer Services, Customer Support Manager, Service Delivery, Project Manager, Relationship Manager, Client Liaison, Incident, Problem, Reports, Management Information, Root Cause Analysis, Client Service Review, SLA, KPI, WAN, Networks, Voice, Data, IP, ADSL, Ethernet, Hosting, VPN, IPVPN, Leased Lines, Security, ITIL Foundation, ITIL Practitioner, Prince2.
MECS Communications is the premier recruitment partner to the international telecommunications industry.
Utilising a vast network of telecoms contacts, coupled with intelligent career development solutions, MECS Communications provide specialist & expert recruitment services to professionals within the communications community.
For a full list of current vacancies across the telco, carrier, internet service provider, network integrator, value added reseller or hosting arenas, please visit our web site at www.mecscomms.co.uk
In a commitment to equal opportunities, MECS Communications do not discriminate on grounds of, age, nationality, race, colour, ethnic origin, religion, gender, sexual orientation, disability, marital or family status.
This vacancy is being advertised by MECS Communications Limited who operates as an Employment Agency & Employment Business.
