Job Description

About Our Client

Our client is a leading telecommunications company known for its expertise in providing comprehensive solutions and exceptional customer service. They are committed to delivering high-quality services and fostering strong relationships with their customers.

• Meet or exceed all service levels while acting as the central point of contact for ITIL functions within the portfolio.
• Engage with customers through formal governance processes, reporting, and program management to drive continuous service improvement.
• Champion the company\'s service delivery within the customer\'s business, build and maintain customer relationships, and understand their business needs and value drivers.
• Collaborate with the account team and company teams to ensure effective communication and issue resolution, including managing 3rd party vendors.
• Measure and positively influence customer satisfaction through the company\'s Customer Satisfaction Improvement processes and tools.
• Develop and execute Service Improvement plans to enhance the quality of service to customers.
• Produce and present customer reports according to contractual requirements.
• Act as a point of escalation for service delivery issues, support the sales process, and be available for 24x7 escalation management for critical incidents.
• Support business growth by identifying sales opportunities and contributing to cost management and revenue monitoring.

The Successful Applicant

• The ideal candidate should possess a strong background in Telco operations and have experience in service management and customer service.
• They should also have ITIL V3 Foundations accreditation, along with desirable qualifications such as CCNA or above, ITIL V3 Practitioner, Lean/6 Sigma/Process Improvement, and PMP certification.
• Telco/Technical knowledge, CCNA would be good, higher Cisco qualifications would be great to have.
• Good experience in customer and stakeholder communications and engagement is essential.

What\'s on Offer

The successful candidate will have the opportunity to work with a leading telecommunications company, gain exposure to a wide range of stakeholders, and contribute to the continuous improvement of service delivery.

They will be part of a collaborative team and receive competitive compensation, along with the potential for professional development and growth within the organization.

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