Service Manager
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Job Location:
Taguig - Philippines
Monthly Salary:
Not Disclosed
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
We are hiring for a Service Manager Customer Value Manager for a client based in BGC Taguig.
This is an Onsite work following a 6AM - 3PM schedule
Salary is up to 145000.00 based on experience
Main Requirements:
- 24 years of experience in customer-facing or service delivery support roles in IT telecommunications or managed services.
- Experience in implementing supporting and optimizing enterprise technologies to meet customers business objectives including:
- Contact Centre Solutions: NICE CXone Nexidia Webex Contact Centre
- SD-WAN Technologies: Cisco Meraki Catalyst
- EX Solutions: MS teams and Webex Calling
- Proven track record in customer success account management or service delivery management in complex large scale enterprise or government environments
- Experience in operational management SLA monitoring incident escalation and coordination across service delivery teams
- Strong understanding of telecommunications services networks and IT solutions
- Demonstrated ability to interpret operational analysis and trends
- Exceptional communication presentation and interpersonal skills with ability to influence and build trust across diverse audiences
- Client Centric: Deep empathy and passionate about helping clients achieve their business goals
Job Descriptions:
Client Relationship Management & Value Delivery
- Support Service Managers in delivering consistent high-value client engagements and nurturing long-term partnerships through deep understanding of client objectives.
- Assist in the preparation of client success plans service reports and account updates.
- Maintain a structured cadence of communication through Monthly Quarterly and Yearly Business
- Reviews to orchestrate customer feedback and needs facilitate optimization initiatives execution and provide clients with service performance updates and metrics.
Operational Excellence
- Ensure that clients are consistently satisfied with our services by proactively managing issues driving optimization efforts and continuously improving service delivery engagement.
- Act as a first point of contact for day-to-day client requests and incidents ensuring timely responses and clear communication.
- Proactive Issue Resolution: Identify potential issues before they impact the client and provide timely solutions
- ITIL Process Adherence: Ensure all service delivery processes are compliant with ITIL standards and best practices maximizing the use of standard product set to achieve client goals efficiently.
- Support escalations for major incidents after hours where required
Client Health & Engagement
- Monitor client health through defined success metrics address risks and capitalize on opportunities to drive tangible business outcomes
- Prepare detailed service performance reports success plans and account updates to inform internal teams and clients.
Onboarding
- Facilitate client onboarding playbook to ensure clients are fully equipped to leverage our products and services for sustained business value upon project completion.
Financial Management
- Regularly review client invoicing including onboarding or offboarding of services to ensure alignment with contract terms and resolve any discrepancies
- Ensure the account team are engaged across any commercial issues including disputes back billing credits.
- Discuss aged debt concerns with client and identify any impediments to payment.
Continuous Improvement & Innovation
- Gather client feedback and provide insights to Client Success Managers and product/service teams.
- Participate in operational improvement initiatives helping identify process gaps and
- recommending optimizations.
- Work closely with Sales Delivery Engineering and Support teams to coordinate effective handoffs and account updates.
