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. Presente su candidatura después de leer los siguientes requisitos de habilidades y cualificaciones para este puesto.
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Function: Professional services & Business Operations, Service Management
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Reporting to: Manager Service Management Office
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Location: Barcelona
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Colt Level: PT1
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Why we need this role
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Our service management team acts as a link between our customers and us, agreeing with the customer how their relationship with Colt will work and setting the right expectations in terms of service and customers’ business performance. They make sure customers know how we are performing and drive all areas of Colt to make sure customers never get less than they expect. The Service Manager is responsible for managing the end-to-end lifecycle of a number of Customer’s Portfolios.
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The Service Manager develops the service relationship; providing a service overview and ensuring Colt is satisfying the customer’s service needs. The Service Manager monitors, measures and reports on Colt’s Service Level Agreement achievements and ensures the quality of service reports. The Service Manager holds regular service review meetings with the Customer, delivers performance reports and makes improvement recommendations based on these reports.
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Typical Tasks And Responsibilities
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- Represent and assist specified Customer account business and take responsibility for the service experience\n
- Write and develop Service Management documentation including service plans and service improvement plans
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- Identify strengths and weaknesses of client relationship with COLT; align Colt services with the current and future needs of the business and its customers
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- Effectively manage dedicated client relationship and the internal virtual teams
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- Proactively contribute to the Customer satisfaction targets as led by the Business Unit and Colt
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- Provide assigned Customer with training and support on Colt tools and process intelligence
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- Deliver assigned customers reports as agreed in the Service Plan based on existing reports
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- Attend regular meetings/calls with assigned customers, together with the AE and act as gatekeeper into our organization
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- Track important orders in relationship with Transition order Management team
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- Support on escalations: assure that escalations are correctly taken up in our SSC teams (CSC/CSE)
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- Provide change management support for assigned customers / help CSE to coordinate
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- Assist in any Business Improvement Plan for the customer
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- Collate statistical data for management reporting
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- Provide the customer with Standard reporting
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- Build strong relationships and conduit the information to flow between the Colt teams
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- Provide customer training
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- Initially engage in the on-boarding of service managed customers during the first 3 to 6 months of the role
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Qualifications
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- Some administrative/technical experience\n
- Work within established procedures with moderate supervision
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- Responsible for own workload, decisions have limited impact on others
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- Awareness of costs related to own work and for the business
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- Communications largely exchange straightforward information
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- Develop strong relationships with other areas of the business and resolve issues to ensure flawless delivery for the customer
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- Negotiate on matters confined to own workload
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- Solve problems by selecting from a limited range of solutions
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- Developed detailed knowledge of standard Colt processes and ways of working
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- Expertise in a part of the functional field; insight into the relationship between related functional areas and knows the client’s business processes and context
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- High level of accuracy and speed in agreed tasks
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- Customer facing skills
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- Fluent in German and English (another language is valuable)
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- Strong communication skills; experience in direct customer facing telephone and service environments
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- Can deal with complaints and customer escalations
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- Technical background helpful
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Skills
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- Escalation Procedures\n
- Proactive Engagement
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- Product/Service Knowledge
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- Service Level Management
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- Service Level Agreements
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- Contract Management
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Education A bachelor’s or master’s