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Service Manager

Service Manager

LOCATION: SYDNEY, AUSTRALIA
DEPARTMENT: MANAGED SERVICES
SUB FUNCTION: MANAGED SERVICES
POSTED: 27 JULY 2015

 

Job Summary 

  • Manage a portfolio of multiple key customers (the number will be variable based on activity and demand).
  • Undertake reporting analysis and corrections to input to monthly reporting.
  • Distribute monthly service reporting to all customers.
  • Carry out monthly (or agreed schedule) service reviews for all customers by telephone.
  • Issue minutes of the review meetings and take ownership of ensuring that all actions detailed are completed to the timescales agreed with the customer.
  • Attend internal project handover and review meetings (in person or via teleconference).
  • Ensure that documentation is up to date and input to audits issued by other teams.

Duties & Responsibilities

  • Distribute monthly service reporting to all customers.
  • Attend internal project handover and review meetings (in person or via teleconference).
  • Ensure that documentation is up to date and input to audits issued by other teams.
  • Participate in customer WIP (work in progress calls) and actively assist in jeopardy managing critical issues/orders.
  • Undertake reporting analysis and corrections to input to monthly reporting.
  • Ensure that the Customer Service Plan is reviewed twice a year as a minimum and contact and notification details are kept up to date in this document and on the Remedy system.
  • Monitoring and measuring SLA performance.
  • Adhere to Service Management Charter and team KPIs.
  • Provide customer information when requested to other areas of the business.
  • Ensure that in Service Management is regularly informed of all customer related issues

Key Performance Indicators

  • Customer Satisfaction (CSAT)
  • Service Assurance metrics
  • Service Delivery metrics
  • Customer Service Plan

Skills and experience (“E” denotes Essential and “D” denotes Desirable)

  • 4 to 7 years Telecoms or IT industry experience required, ideally within a technical sphere
  • Level 2 / 3 Engineering Support Experience
  • Knowledge of ITIL
  • Two plus years fault management experience, or equivalent     installation experience
  • Strong Organizing and Planning skills
  • Customer focused in a customer facing environment
  • Excellent communication and Interpersonal skills
  • Structured approach to problem solving
  • Relationship building (positive and confident)
  • Time management and prioritization ability
  • Multi-tasking in a high pressure environment

Technical/Functional Skills

  • Ability to think around complicated logistical problems, faced with tight deadlines and difficult issues.
  • Proven ability of managing large volumes of activities, across multiple work streams, and taking these from start to finish.
  • Competent user of Microsoft suite.
  • Ability to lead by example to motivate and influence other project team members.
  • Desirable Technical Competency: Wan Experience

Competency & Behavioral Skills

  • Strong communication skills, to be able to interact effectively internally and with suppliers and customers, at both the working and executive level.
  • Confident and tenacious individual who understands the importance of task ownership and management.
  • Highly self-motivated and work well under pressure.
  • Able to travel within and outside of the Australia when required.
  • Able to learn and adapt to new technologies.
  • Able to work well in a team environment but also on an individual basis to ensure tasks/actions are completed

Education

Degree qualified with preference for Telecommunication or IT engineering qualification.

Professional Certifications / Additional Qualification

  • Knowledge of ITIL
  • Two plus years fault management experience, or equivalent installation experience

 

Contact: careers@globalcloudxchange.com

Job Type: Full-time

Employment Type: Permanent