Service and Contract Manager

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Role title: Service & Contract Manager

Colt Level: S2

Function: Sales, Marketing and Customer Success

Reports to: Manager, Service Management

Location: Brussel, Belgium

**Role purpose**

Colt’s Service Management team is here to make sure that our customers have a consistently great experience when working with Colt.

Acting as the link between the Customer’s business and Colt’s, we will agree how we work together; we will ensure that the customer understands how our business works and how (and when) we will deliver for the customer.

We will always keep the customer up to date on how we are performing; we will drive Colt to ensure that the customer never gets less than they expect and we will work with the customer to improve our service and find ways to use our services to improve their business.

**Key accountabilities**

To provide support to designated Customer accounts (Gold & Platinum packages) and take responsibly for their service experience.

Deliver On-boarding workshops for new customers, to include training and support on Colt’s tools and processes.

Produce and maintain Relationship Agreements for designated accounts.

Produce monthly Performance Reports for designated customers including enhanced reporting (capacity, planned works, delivery pipeline) where purchased by the customer.

Conduct monthly Service Reviews with designated customers.

Ensure agreed level of service is adhered to and take proactive action to address service failures and identify and drive remedial actions.

Develop and manage Continual Service Improvement Plans for all designated customers to address service issues; eliminate recurrence of Incidents and improve customer experience and, on an annual basis, provide suggestions for technical and financial optimisation of services based on operational data, technological innovation and changes in the market.

Provide proactive support with Customer escalations where normal operational processes are failing.

Manage customer contracts to ensure that pricing, SLA and commercial terms are maintained annually and ensure that both Colt and the customer are being managed in line with contractual commitments with particular focus on charging for change and minimising credits and churn.

Provide monthly management reporting (Customer Dashboard) in prescribed format along with additional ad hoc reporting, including input to Executive Briefings in advance of customer meetings.

Build multi-level relationships within Customer organisations actively targeting relevant contacts to promote and further Colt’s relationship.

Contribute to Account Development Plans and Customer Engagement plans.

Subject matter expert on Customers’ business needs and service requirements from Colt.

**Role Profile**

**Wow our customers** - Builds strong relationships and deep engagement with customers
- Delivers solutions that meet customers’ needs
- Identifies ways to enhance service and grow the relationship
- Seeks out customer/competitor intelligence; shares it with the business

**Smash our goals -** Focus energy and determination to win. Prioritises swift, pragmatic solutions
- Quick and agile - copes with pace and demands
- Prioritises and plans to deliver meaningful results
- Balances quality, accuracy and speed
- Uses initiative and observes key processes and procedures

**Act commercial -** Focused on value and commercial contribution. Makes commercial decisions
- Makes a real impact on revenue and/or cost
- Prioritises activities that create value
- Presents clear, rational business cases
- Makes confident decisions, takes considered risks
- On top of numbers and business data

**Lead the way** - Confident to lead virtual teams
- Involves and empowers teams
- Self directed - owns problems, makes recommendations
- Calls out poor performance or attitude

**Win together -** Collaborates and engages across functions and geographies
- Engages confidently with seniors and influences their thinking
- Networks and collaborates across the business
- Culturally sensitive

**Shake things up** - Experiments, tests and learns. Takes on new skills and responsibilities. Leads change
- Champions change - gets others on board
- Operates outside of their comfort zone
- Swift to flex and adapt
- Constantly feeds in ideas and opportunities

**Think BIG** - Thinks ahead, anticipates external issues beyond “home” specialism
- Up to speed on latest industry and market developments
- Sees the bigger picture

**Key performance indicators (financial and non-financial)**

Customer Satisfaction
- Net Promoter Score (NPS)

Financial & Commercial
- Service Management Cost Coverage
- Sales Assists
- Churn Management

Operational Excellence
- Customer Documentation
- Service Playbook
- Deputy & Cover Plan D