Service Manager - Wyre Joint venture Telenet x Fluvius

Who is Wyre

Welcome to Wyre a brandnew infrastructure company in the market with the mission of successfully rolling out the network of the future. Wyre made its debut on July 1 2023 and was born from a powerful collaborationbetweentwo leading companies: Telenet and Fluvius.

At Wyre we aim to create an inclusive environment where everyone feels welcome regardless of background gender ethnicity or any disabilities. We are proud of our identity in which our corporate values Be Ambitious Be Brave Be Real & Be One are fully embraced. These values are the result of teamwork and guide us in achieving our goals and strengthening our culture.

Since personal growth is actively encouraged within Wyre we are ready to support you in reaching your full potential through internal career opportunities and a wide range of learning opportunities. If you are looking for an exciting and challenging environment where you can contribute to a growth story then Wyre is the place for you!

The Operations Partner Management Team is responsible for ensuring the highquality delivery of all service requirements for our stakeholders through a diverse network of partners. As a team we manage these collaborations and closely monitor their performance.

Traditional partner management through KPIs and SLAs is just the beginning. We embrace deep partnerships exploring transformations and innovations to optimize cost structures while enhancing the quality of our operations. Our focus is on sustainable collaboration always striving for a winwin situation.

Feeling intrigued or already have specific questions Dont hesitate to reach out to Els Jacobs at . She will be happy to answer your questions and provide further assistance!

• Act as the Single Point of Contact (SPOC) for all servicerelated matters serving as the bridge between the customer and/or partner and Wyre throughout the entire customer and/or partner lifecycle.
• Oversee the operational management of contracts by reporting on Operational Level Agreements (OLAs) Service Level Agreements (SLAs) and Key Performance Indicators (KPIs); propose improvement initiatives; and ensure service delivery aligns with contractual specifications.
• Lead regular service meetings with the customer and/or partner to discuss projects service requests tools and relationship management while also reviewing reports on SLA and KPI compliance.
• Manage escalations major incidents and standard or nonstandard changes escalating to operational tactical and strategic levels when necessary to ensure contract compliance. Proactively initiate improvements and challenge policies processes and procedures to enhance endtoend service.
• Identify business opportunities and customer/partner needs both within and beyond the scope of the service catalog. Assess and evaluate customer/partner requirements during the presales phase to determine operational impact and ensure seamless service delivery. Maintain strict regulatory compliance where applicable.
• Ensure documentation updates following changes maintaining Operational Manuals and SLAs that outline customer/partnerspecific requirements.

• Holds a masters degree preferably in Telecommunications Business Administration Engineering or a related field. However relevant experience and strong industry insights are equally valued.
• Has at least 5 years of proven experience in relevant roles.
• Possesses strong communication skills in Dutch and English (French is a plus).
• Ideally has experience in the ICT/telecom sector and understands the telecom market and general business operations in a complex evolving environment.
• Has a solid grasp of service management principles and processes.
• Can identify opportunities and risks proactively suggesting actions to improve customer satisfaction growth and longterm relationships.
• Can bridge the gap between network and service requiring technical insight.
• Has commercial and negotiation skills enabling active participation in crossselling and upselling.
• Maintains a holistic view of the entire service offering while also being able to dive deep when needed.

What we offer:

• You join a company that invests fully in you and optimizes the work environment according to your needs. This allows you to develop yourself while also maintaining a worklife balance.
• You have full autonomy to further develop your expertise. We encourage your personal growth with internal mobility opportunities and extensive learning possibilities but also give you the chance to hit the pause button or explore a completely different path over time.
• You enjoy the company of colleagues who are just as passionate as you are.

You receive a competitive gross monthly salary depending on your experience complemented by numerous fringe benefits

Get Wyred apply now!