Job Summary

Oversee manage service network and understand the requirements for upgrades, improvements, new systems, and preventive maintenance and act promptly to resolve issues if any. The Service manager is also responsible for managing performance levels of hardware to anticipate future requirements. He/she should develop short-term and long-term plans for increasing capabilities, improving existing network, and updating equipment to provide maximum service up time

Key Responsibilities

• Manage the installation, maintenance, and repair of network equipment in collaboration with cross functional teams such as Service desk, NOC, SOC etc.
• Ensure that the customers infrastructure is up-to-date and meets the needs of the business.
• Monitor network usage and costs and identify opportunities for cost optimization.
• Ensure that network/ systems and services are secure and comply with relevant regulations and standards.
• Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client’s services and performance are aligned with the Customer’s business plans
• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments/agreements/revisions.
• Contract Management - Assure the execution of the Clients Contract obligations including Contract
  Governance & Reporting
•  IT Service Management- Enable the Clients IT Strategy Management through the execution and
  evolution of the Clients Global Service Plan and work with Sales to deliver the overall Account Plan

Relationship Management

Skill Requirements

• Service Design - Own the accountability for ensuring all Client Services are designed to the agreed
  requirements of the Client, within the bounds of the Clients Contract and to the expected level of time,
  quality and cost, and End to End Relationship Management
• Manage the Service Relationship Surveys including Client
  specific, Customer Loyalty Index (CLI) and Net Promotor Score (NPS) Survey’s
• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
• Manage Customer enablement duties such as provider portal overview, training, access requests and ongoing Customer needs.
• Service Portfolio Management - Support the evolution of the Clients Service Portfolio to deliver growth
  through the pro-active management of the Client’s IT Services Demand
• Business Relationship Management - Provide the overall Business Relationship Management
  (BRM) for the delivery of operation of the Clients Services up to executive level. (i.e. B2B reporting)

Other Requirements