Team Manager Service Management
il y a 1 semaine
The umpteenth typical telecom provider? No, we're really not that. Resting on our laurels? It’s not in our DNA. We prefer to challenge the cloud telecom market. ‘Good enough’ really isn't good enough for us. So you can expect us to be always a step ahead.
We’re growing fast, but in a sustainable and healthy way. In our organisation, people, processes and systems are in perfect balance.
Dstny is looking for an extremely customer-focused **_Service Management Team Manager_** who will be responsible **for** **the escalation and for the service level management team**. As Team Manager, you will **further expand and professionalise** this team to guarantee and even improve the smooth working relationship between Dstny and its customers. You are convinced that you can resolve any **question, problem, or reason for dissatisfaction quickly and effectively**. With your enthusiastic and stress-resistant character, you will be capable of taking customer satisfaction at Dstny to the next level. You will **continuously** search for **improvements and optimise internal cooperation processes**. You will help your team members where and when necessary to achieve Dstny's shared goals**:supporting customers and partners in a higher-quality way** - not only reactively (if a complaint is filed) but most definitely proactively as well (based on structural improvement plans).
**What will you be doing?**
- You will be responsible for **setting up, managing, monitoring, and improving the Service Level Management and escalation processes**.
- You will keep our customers happy by **collecting feedback and escalations** and implementing the results in an **action plan**, bringing together the right people for each action, and **tracking the process** until all action points are completed. You will then investigate whether Dstny **has met **the** customer' **s expectations**.
- You **will report on the development** of the number of escalations and recurring structural problems to the **management team** so that you can deal with them together with the relevant directors.
- You will have ultimate responsibility for responding to and resolving **all complaints in a timely and professional manner**.
- You will organise **frequent team meetings** in which you will inform our escalation manager and service level managers about changes within the organisation which have an impact on customers.
- You will work **closely with our Support, Delivery, Sales, and Customer Experience Directors** to optimise customer satisfaction at Dstny.
- You will manage **a small number of Service Management** customers **yourself**. This means:
- Together with the Account Manager, you will conduct regular **business reviews** with our clients to report on SLAs and gather feedback to further improve our operational services. The Account Manager is responsible for internal communication of the feedback, you are responsible for addressing the technical action points.
- You will be the **personal escalation point for your customers and** will therefore contact them proactively in the event of incidents and open tickets.
- You have a **Bachelor's or Master's degree** in project management, computer science, information systems or electronics or equivalent experience.
- You have a **general knowledge of the ITIL methodology** and can align it with Dstny's services. ITIL certification is considered a plus.
- You have a **technical understanding of telecom services (networking/UC/Cloud)** and can translate it into business concepts, but practical technical knowledge is not required. **A basic knowledge of or interest in** one of these technologies is a plus.
- You have **at least 3 years of experience in service management**.
- **Motivating** **colleagues** and taking on a **coaching role** is in your blood. You already have initial experience of leading a team.
- You have **excellent commercial insight**. You know how customers use Dstny's services, what they really need and where problems arise. You can maintain a good relationship with customers and you have social skills.
- You have **experience in reporting data in service reports & presentations**.
- You have **very strong communication and storytelling skills**, orally and in writing. You have no difficulty in presenting in front of a smaller or larger group.
- You are **service minded, stress resistant** and have strong **negotiating skills**. You are not afraid of work pressure and/or demanding customers and can make decisions within a timeframe.
- You have excellent **organisational skills**. You are highly structured and like to draw up processes and procedures. You are also vigilant in ensuring that they are followed up.
- You are a **team player**; in this position you will be dealing with everyone in our company. You know how to manage different stakeholders, but also work constructively with them and always take the initiative.
- **You are the best at supporting your team**: its members dea
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