Service Manager
Service Manager
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Job Description
Position Service Manager North
Level/Designation DM/M
Location Noida/DNCR
Major Deliverables
To enhance Customer Services in terms of QRC for logos with predefined service matrix.
Key Performance Indicators:
- Customer complaint Index reduction (CCI)
- Mean Time Taken to Resolve (MTTR) improvement
- Service Level Adherence (SLA for WLS) enhancement
Customer Visit - CTA improvement
- REPEAT Complaint reduction
- Promotion of Digital Adoption
- NPS/CTA monitoring & improvement
Essential Attributes:
We are seeking an experienced Service Manager to lead and oversee the Service Management of WiFi and SDWAN solutions
Person will be responsible for ensuring seamless service management troubleshooting client satisfaction for our product offerings specially WIFI and SD WAN and work with product and other stakeholders for the continuous improvement
Key Responsibilities:
1. Service Management:
Oversee the endtoend service lifecycle for WiFi and SDWAN solutions ensuring that services meet or exceed defined SLAs and KPIs.
Act as the primary point of contact for clients managing their expectations addressing concerns and ensuring that services are delivered efficiently and effectively.
Monitor and manage the performance of WiFi and SDWAN networks identifying areas for improvement optimization and troubleshooting.
2. Client Relationship & Support:
Build and maintain strong relationships with clients ensuring their needs are understood and met.
Act as an escalation point for servicerelated issues and collaborate with crossfunctional teams to resolve them.
Ensure proactive communication with clients regarding service updates outages and new solutions or features.
3. Service Optimization:
Analyse and report on service performance metrics to identify opportunities for service improvements cost savings and optimization.
Work with internal technical teams to design implement and deliver tailored WiFi and SDWAN solutions that align with client business objectives.
Implement continuous improvement initiatives to enhance service delivery security and performance.
4. Vendor & Partner Management:
Manage relationships with thirdparty vendors and service providers to ensure that their services meet contractual obligations and performance expectations.
5. Incident & Problem Management:
Oversee the resolution of critical incidents or service disruptions ensuring that response times and recovery processes meet SLA targets.
Lead root cause analysis (RCA) and problem resolution efforts for recurring issues implementing longterm fixes.
Required Qualifications:
Education: Graduation/Post Graduation preferably should have Relevant certifications (e.g. ITIL Cisco CCNP SDWAN etc.
Experience:
Minimum of 57 years of experience in Incident management Service management preferably in WiFi and SDWAN solutions.
Strong background in managing endtoend service management incident management and customer support.
Familiarity with SDWAN technologies and WiFi solutions
Proven ability to work with crossfunctional teams and vendors to deliver highquality services.
Skills:
Strong leadership communication and interpersonal skills.
Excellent problemsolving and analytical skills.
Knowledge of service management best practices
Required Experience:
Manager
Employment Type
Full-Time
