Service Manager

📌 𝗗𝗲𝘀𝗰𝗿𝗶𝗽𝘁𝗶𝗼𝗻:

We are seeking a dedicated Service Manager to oversee our strategic corporate and government accounts, ensuring exceptional service delivery and assurance. This pivotal role involves managing the full lifecycle of installation projects for fixed, mobile, and ICT services, while also coordinating scheduled outages and leading coverage improvement initiatives. As the primary technical liaison, you will handle client escalations, provide strategic guidance during decision-making, and conduct regular service reviews to maintain strong client relationships. Your responsibilities will include ensuring SLA adherence, proactively resolving faults, and identifying upsell opportunities. The ideal candidate will be adept at crafting client reports, managing MPLS and voice services, and fostering seamless communication between clients and internal teams. You will drive continual service improvement and ensure profitability through cost-effective solutions. This position requires advanced problem-solving skills and a professional demeanor to uphold our company's reputation.

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🎯 𝗥𝗲𝗾𝘂𝗶𝗿𝗲𝗺𝗲𝗻𝘁𝘀:

▸ Bachelor’s degree in Computer Science, Electronics, or Telecommunications.

▸ Minimum of 6 years in service delivery or service management within the telecom sector.

▸ Mandatory ITIL V3 Expert/Intermediate or ITIL V4 equivalent certification.

▸ Mandatory and current CCNP Certification or higher.

▸ Demonstrated experience leading continual service improvement (CSI) initiatives in large enterprises.

▸ Proficiency with MS Project, Visio, and Business Process Management (BPM) tools.

▸ Expertise with OSS/BSS applications relevant to service delivery.

▸ Strong knowledge of telecom and ICT products including MPLS, voice, security, and managed infrastructure.

✨ 𝗗𝗲𝘀𝗶𝗿𝗮𝗯𝗹𝗲𝘀:

▸ Experience managing services for corporate and government clientele.

▸ Advanced understanding of supply chain and procurement processes.

▸ Proven ability in project management and overseeing complex installations.

▸ Excellent client engagement and strategic account management skills.

▸ Experience in identifying and developing upsell opportunities within existing accounts.