Service Manager

hace 7 días

Barcelona, Barcelona, España Colt Technology Services A tiempo completo

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.


Role Profile
**Role title:
Service Manager, German speaker
**Colt Level:
PT1

Function:

Customer Experience, Service Management
**Reports to: **Manager, Service Management Office,

Location:

Barcelona

Role purpose


Our service management team act as a link between our customers and us, agreeing with the customer how their relationship with Colt will work and setting the right expectations in terms of service and customers' business performance.

They make sure customers know how we are performing and drive all areas of Colt to make sure customers never get less than they expect.

The Service Manager is responsible for managing the end-to-end lifecycle of a number of Customer's Portfolio's.

Develops the service relationship; providing a service overview and ensuring Colt is satisfying the customer's service needs.


The Service Manager monitors, measures and reports on Colt's Service Level Agreement achievements and ensures the quality of service reports.


The Service Manager holds regular service review meetings with the Customer, delivers performance reports and makes improvement recommendations based on these reports.


Key accountabilities
The Service Manager will have some of the responsibilities described below:
To represent and assist specified Customer account business and take responsibly for the service experience

Writes and develops Service Management documentation including service plans and service improvement plans

Identifies strengths and weaknesses of client relationship with COLT; aligns Colt services with the current and future needs of the business and its customers

Effectively manages dedicated client relationship & the internal virtual teams

Proactively contributes to the Customer satisfaction targets as led by the Business Unit and Colt

Provide assigned Customer with training and support on Colt tools and process intelligence.

Deliver assigned customers reports as agreed in the Service Plan based on existing reports

Attend regular meetings/calls with assigned customers, together with the AE and act as gatekeeper into our organization

Tracking of "important" orders in relationship with Transition order Management team

Support on escalations:
-> assure that escalations are correctly taken up in our SSC teams (CSC/CSE)

Change management support for assigned customers / help CSE to coordinate.

Assist in any Business Improvement Plan for the customer.

Collates statistical data for management reporting

Provide the customer with Standard reporting.

Building strong relationship and conduit the information to flow between the Colt teams

Provides customer training

Initially engage in the on-boarding of service managed customers during the first 3 to 6 months of the role.

Key performance indicators (financial and non-financial)

Customer Satisfaction**- Net Promoter Score (NPS)

Operational Excellence

  • Customer Documentation
  • Continual Service Improvement
  • QLIK adoption

Team Initiative

  • Individual target

Culture

  • Outcome focussed
  • Business transformation
  • Personal Accountability

Role specific requirements
**Skills & Experience

  • Requires some administrative/technical experience
  • Works within established procedures and with a moderate degree of supervision
  • Responsible for own work load, understanding that decisions will have limited impact on others
  • Building awareness of costs related to own work and for the business
  • Communications largely involve the exchange of straightforward information
  • Develops strong relationships with other areas of the business that they and their team are delivering on their part of any activity and works with them to resolve issues and ensure flawless delivery for the customer.
  • Required to negotiate on matters confined to own work load
  • Solves problems by selecting from a limited range of solutions
  • Developed a detailed knowledge of standard Colt processes and ways of working
  • Has expertise in a part of the functional field and insight into the relationship between related functional areas and knows the clients business processes and context.
  • Has developed skills to perform agreed tasks to a high level of accuracy and speed
  • Customer facing skills
-
Must be able to speak & write fluent in
German and English. Another language is valuable.

  • Strong communication skills and experiences in direct customer facing telephone and service environment;
  • Can deal with complaints and customer escalations
  • Technical background helps
  • Requirement to speak and able to write in a high level of English

What we offer:

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people

  • Service Manager

    hace 1 semana

    Barcelona, Barcelona, España Set Europa A tiempo completo

    Nuestra empresa cliente es el primer grupo editorial y de comunicación español de capital familiar que lidera una amplia oferta al servicio de la cultura, la formación, la información y el entretenimiento audiovisual.Hoy en día, el grupo se ha convertido en una multinacional que combina una sólida tradición empresarial con una gran capacidad de...

  • Service Manager

    hace 7 días

    Barcelona, Barcelona, España Meciberia A tiempo completo

    Company DescriptionMeciberia is a technical solutions provider for industrial projects, offering services such as advice, consultancy, technical assistance, and implementation. We specialize in minimizing risk in industrial installations, improving productivity and costs in industrial processes, and providing precise and reliable measurement solutions. With...

  • Service Manager

    hace 1 semana

    Barcelona, Barcelona, España Meciberia A tiempo completo

    Company DescriptionMeciberia is a technical solutions provider for industrial projects, offering services such as advice, consultancy, technical assistance, and implementation. We specialize in minimizing risk in industrial installations, improving productivity and costs in industrial processes, and providing precise and reliable measurement solutions. With...

  • Service Manager

    hace 7 días

    Barcelona, Barcelona, España Meciberia A tiempo completo

    Company Description Meciberia is a technical solutions provider for industrial projects, offering services such as advice, consultancy, technical assistance, and implementation. We specialize in minimizing risk in industrial installations, improving productivity and costs in industrial processes, and providing precise and reliable measurement solutions. With...

  • Service Manager

    hace 1 semana

    Barcelona, Barcelona, España Page Personnel España A tiempo completo

    Supervisar el funcionamiento del Service Desk de TI, asegurando la resolución oportuna y eficiente de incidentes y solicitudes de servicio. Supervisar las métricas de rendimiento del Service Desk e implementar estrategias de mejora. Proporcionar liderazgo y orientación al personal del Service Desk, fomentando una cultura centrada en el cliente....

  • Customer Service Manager-

    hace 1 semana

    Barcelona, Barcelona, España Page Personnel ETT A tiempo completo

    Customer Service Manager- Barcelona- (h/m), se encargará de:Gestión de un equipo de 2 personas. Fijación de tareas al equipo y control de las mismas. Análisis de KPIs y elaboración de reports con acciones de mejora. Focalización del análisis para el equipo comercial e informar a este de posibles oportunidades de mercado. Análisis de satisfacción del...

  • Customer Service Manager-

    hace 3 semanas

    Barcelona, Barcelona, España Page Personnel ETT A tiempo completo

    Customer Service Manager- Barcelona- (h/m), se encargará de:Gestión de un equipo de 2 personas. Fijación de tareas al equipo y control de las mismas. Análisis de KPIs y elaboración de reports con acciones de mejora. Focalización del análisis para el equipo comercial e informar a este de posibles oportunidades de mercado. Análisis de satisfacción del...

  • Service Manager Con Inglés, Hibrido

    hace 1 semana

    Barcelona, Barcelona, España Aradoxa Solutions A tiempo completo

    SERVICE MANAGER con inglés en hibrido.SERVICE MANAGER CON INGLÉSSi tienes experiência como Service Manager buena capacidad de comunicación y de gestión y ya estás cansad del trato impersonal de una gran empresa Aradoxa puede ser tu nuevo reto.Somos una empresa de 20 trabajadores con una gran proyección de futuro. Nuestra función principal es mejorar...

  • Service Manager

    hace 7 días

    Barcelona, Barcelona, España Seidor A tiempo completo

    We are looking to hire an expert Service Manager to join our high calibre team at Seidor in Barcelona.Growing your career as a Full Time Service Manager is a terrific opportunity to develop exceptional skills.If you are strong in decision-making, teamwork and have the right initiative for the job, then apply for the position of Service Manager at Seidor...

  • Service Manager

    hace 7 días

    Barcelona, Barcelona, España Page Personnel España A tiempo completo

    Implantación y puesta en marcha de un centro de soporte, tanto al usuario como a la gestión técnica de los sistemas. Dirección, planificación, supervisión y coordinación del equipo de soporte. Dirección, planificación, supervisión y coordinación del servicio. Garantizar cumplimiento de acuerdos de nível de servicio. Asegurar cumplimiento de...

  • Service Manager

    hace 1 semana

    Barcelona, Barcelona, España Zimmer Biomet A tiempo completo

    Requisition NumberEMEA10815Employment TypeFull-timeLocationBarcelonaWhat Is It Like To Work at Zimmer Biomet:At Zimmer Biomet, we believe in The Power of Us, which means that we are stronger together. We are committed to creating an environment where every team member feels included, respected, empowered, and celebrated.Zimmer Biomet Offers You An Exciting...

  • Service Manager

    hace 7 días

    Barcelona, Barcelona, España CMV Consultores A tiempo completo

    Service Manager (Data Center&Cloud) en Barcelona.CMV Consultores es una empresa de Servicios de IT dedicada fundamentalmente a la selección de profesionales con perfiles técnicos. Asimismo ofrece a sus clientes servicios de asesoría y soporte en la implantación de soluciones tecnológicas y desarrollo de aplicaciones.¿Estás buscando una nueva...

  • It Service Delivery Manager

    hace 1 semana

    Barcelona, Barcelona, España Zurich Insurance Company A tiempo completo

    Our opportunityJoin our dynamic IT team dedicated to :Delivering high-quality IT services that meet the needs of our clients and staffImplementing and managing service delivery processes, metrics, and reportingContinuously improving our IT service delivery standards and practicesAs an IT Service Delivery Manager, you will oversee all aspects of our IT...

  • Service Manager

    hace 1 semana

    Barcelona, Barcelona, España CMV Consultores A tiempo completo

    Service Manager (Data Center&Cloud) en Barcelona.CMV Consultores es una empresa de Servicios de IT dedicada fundamentalmente a la selección de profesionales con perfiles técnicos. Asimismo ofrece a sus clientes servicios de asesoría y soporte en la implantación de soluciones tecnológicas y desarrollo de aplicaciones.¿Estás buscando una nueva...

  • Service Manager

    hace 7 días

    Barcelona, Barcelona, España Cmv Consultores A tiempo completo

    Service Manager (Data Center&Cloud) en Barcelona.CMV Consultores es una empresa de Servicios de IT dedicada fundamentalmente a la selección de profesionales con perfiles técnicos. Asimismo ofrece a sus clientes servicios de asesoría y soporte en la implantación de soluciones tecnológicas y desarrollo de aplicaciones.¿Estás buscando una nueva...

  • IT Service Manager

    hace 7 días

    Barcelona, Barcelona, España amaris A tiempo completo

    Job descriptionTake your career to the next level with Amaris Consulting as an IT Service Manager. Become part of an international team, thrive in a global group with €800M turnover and 1,000+ clients worldwide, and an agile environment. Join Amaris Consulting, where you can develop your potential and make a difference within the company. WHAT WOULD YOU...

  • IT Service Manager, hibrido

    hace 1 semana

    Barcelona, Barcelona, España Michael Page A tiempo completo

    IT Service Manager, hibrido Barcelona, Catalonia IT Service Manager, hibrido Barcelona Barcelona, Barcelona, ES IT Service Manager en hibrido.Perfil buscado (Hombre/Mujer) Asegurar la toma de decisión operativa directa entre el cliente y la organización. Asegurar la coordinación entre las diferentes áreas para todos los procesos. Garantizar una buena...

  • IT Service Manager

    hace 1 semana

    Barcelona, Barcelona, España Eurofins A tiempo completo

    Company DescriptionEurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with...

  • App Service Manager

    hace 7 días

    Barcelona, Barcelona, España Q-tech A tiempo completo

    Referencia- APP_ServiceManager- Persona de contacto t DescripciónNuestro cliente, Banc Sabadell, se encuentra en búsqueda de un/a Application Service Manager para potenciar su unidad de servicios a terceros, con al finalidad de dar servicio a partners propios del banco.Hablemos del proyecto...Tus funciones y responsabilidades consistirán en:Gestionar como...

  • Service Business Manager

    hace 7 días

    Barcelona, Barcelona, España Philips Iberica Sau A tiempo completo

    Job Title Service Business Manager Job Description Service Business Manager: Driveing Service B usiness strategy creation and execution for a specific Business or Business Group in Iberia Your role:Executes the EU Service commercial strategy into short-term execution, specialized per business. Develops local go-to-market strategies (Segmentation, Targeting,...