Senior Service Manager

Role Overview

You have the chance to work for a multinational cloud communications provider, with services in over 60 countries through its world-leading cloud-based, omni-channel contact center solution.

As our client rapidly expands operations, they are looking to appoint an established Senior Service Manager to support the UK customer base. In this role, the Senior Service Manager will oversee the entire customer experience, ensuring the business consistently meet expectations and fulfil contractual commitments.

Key Responsibilities for the Senior Service Manager:
 

• Build and nurture customer relationships based on trust, confidence, and respect.
• Maintain a deep understanding of customers’ strategies, market drivers, and challenges to foster strategic partnerships.
• Advocate for customers by ensuring their business needs and service expectations are communicated to relevant teams.
• Anticipate service management issues and contribute improvement ideas to the Consulting service.
• Ensure consistent and high-level communication with customers.
• Serve as an escalation point to address customer issues promptly and professionally.
• Collaborate with sales to identify and offer additional products/services to enhance the customer experience.
• Track and manage the customer experience throughout the lifecycle, ensuring timely quotes, service delivery, issue resolution, accurate invoicing, and proper service termination.

Key Requirements for the Senior Service Manager:
 

• Bachelor’s degree in a relevant field.
• 5+ years’ experience in a customer-facing role in Service Delivery, or Client Relationship Management.
• Knowledge of the software development lifecycle, cloud platforms, and/or hardware and software development.
• Strong customer service and interpersonal skills.
• Proven technical experience.
• Ability to manage and motivate teams.
• Experience in IT and Telecoms project management or delivery (Desirable).
• Conducting Service Review Meetings with customers and providers
• Full Security Clearance (Desirable).