Service Manager

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 (SMO), 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)** **Cust**omer 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 - Strong communication skills and experiences in direct customer facing telephone and service environment; - Can deal with complaints and customer escalations - Technical background helps - Must be able to speak & **write fluent in German and English**. Another language is valuable. **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 perform at their best, regardless of role and location. The com