Service Manager
il y a 3 semaines
**Who is Wyre?**
Welcome to Wyre, a brand-new organization in the market dedicated to building and developing the **data network of the future **. Wyre made its debut on **July 1, 2023 **, born from a powerful collaboration between two 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. You have the opportunity to be part of a dynamic team driven by ambition and a shared vision to push the boundaries. At Wyre, we encourage creativity, collaboration, and personal growth, supporting our employees to reach their full potential.
We take pride in our new identity and strive to create a culture that embraces diversity and is innovative. If you're looking for an engaging and challenging environment where you can contribute to a growth story, then Wyre is the place for you. Join us and help shape the future of the **Telecommunications industry **.
**Working in the Operations Partner Management team**:
The Operations Partner Management team is responsible for the qualitative delivery of all service demands of our stakeholders via a broad set of partners. As a team, we govern these partnerships and follow-up their performance.
Classical subcontractor management via KPIs & SLAs is just the beginning. We are open to true partnerships and tirelessly explore transformations & innovations to improve both the cost structure & upgrade the quality of our operations. We look for sustainable collaboration and always aim for the win-win.
**Your role as Service Manager**:
- Serve as the Single Point of Contact (SPOC) for all matters related to the service, acting as a liaison between the customer and/or partner and Wyre throughout the entire customer and/or partner lifecycle.
- Monitor the operational management of contracts by reporting on Operational Level Agreements (OLA’s), Service Level Agreements (SLA’s), and Key Performance Indicators (KPI’s); proposing related improvement initiatives; enhancing the service according to contractual specifications.
- Lead service meetings periodically with the customer and/or partner to discuss projects, service requests, tools, and even the relationship with the customer and/or partner, as well as reports demonstrating achievement of SLAs and KPIs and compliance with the contract.
- Track escalations, major incidents, and the implementation of standard or non-standard changes. Escalate, internally and externally, to operational, tactical, and strategic levels as necessary to ensure contract compliance. Initiate improvement actions and challenge policies, processes, and procedures to continuously improve end-to-end service.
- Identify business opportunities and customer and/or partner needs, both within and outside the scope of the service catalog. Understand and evaluate customer and/or partner requirements in the lead-up to sales to assess impact on the operational organization and ensure service delivery afterward. Continuously monitor strict compliance with regulations, where applicable. Oversee the update of documentation after changes, maintain Operations Manuals and SLAs documenting customer
- and/or partner-specific requirements.
**Our ideal Service Manager**:
- You obtained a master's degree, preferably in a relevant field such as Telecommunications, Business Administration, Engineering, or a related discipline. However, relevant experience and insightful perspectives are equally valued.
- You have a minimum of 5 years of demonstrable experience in relevant roles.
- You possess strong communication skills in Dutch and English (French is a plus).
- You preferably have experience within the ICT/telecom sector and/or be capable of understanding the telecom market and the general operations of the business to work in a complex, evolving environment.
- You have a good knowledge of the principles and processes of service management.
- You are able to detect opportunities and threats and proactively propose measures to promote customer satisfaction, growth, and long-term relationships.
- You are able to translate between network and service, requiring technical insights.
- You possess commercial and negotiation skills, if necessary, to actively participate in cross
- and upselling. You have a holistic view of the entire service offering but can also delve deeply when necessary ('T-shaped skills'). Find a good balance between priorities and time spent.
**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 work-life balance.
- You have ample opportunity 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
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