Senior Service Manager

at  Neos Networks

Senior Service Manager
Neos Networks offers alternative working arrangements that give employees some flexibility, including office, home and hybrid working.

Customer Experience:

• Enhance the customer experience by managing NPS improvements via monthly NPS and end of year relationship surveys.
• Ensure active leadership and participation on customer business reviews, service reviews, major faults and provide leadership to resolve major in life issues, queries or opportunities.
• Improve quality and effectiveness of customer operational service reviews and lead customer business reviews for all agreed major customer business units.
• Actively collaborate with sales, projects and design teams to ensure requirements for in life operational and service requirements are met.

Line Management:

• Line management responsibility for 3 x service managers and provide managerial support, coaching and mentoring as required. Manage capacity and effectiveness of current service management team
• Define purpose and vision for Service management. Promote and heighten the positive impact that service management within company.
• Agree ways of working and OLAs for all the internal suppliers to service management to improve team effectiveness, customer satisfaction and great place to work scores.

Customer Service:

• Define and agree measurable KPIs to track service management performance across all customers.
• Support customer and finance to ensure monthly and annual recurring billing is accepted, reduce bill shock and all queries resolved within a timely manner.
• Collaborate with internal stakeholders to ensure adds, moves and changes are updated and accepted by customers and internal teams
• Contribute and action customer contact strategy
• Liaise with internal teams to manage and communicate End of Life notifications for all products and service to the customers.
• Ensure customer and Neos service inventory is updated and maintained

Grow the Business:

• Provide support for all major bids to ensure in life operational and service requirements are met.
• Provide support and contribute to specific new contract renewal activities
• Liaise with product, sales and delivery to onboard new products and services into operations and service
• Continuously find ways and areas that Neos can upsell to customer base and work with the account managers to protect existing revenue streams

Continuous Improvements:

• Actively drive better ways of working throughout the business that will result in better book to bill, improve efficiency and improve NPS.
• Identify efficiencies in end to end processes and introduce automation, especially service management reporting, with an aim to reduce cost to serve.

Experience and Skills:

• Extensive experience in service management position within Technology and ideally with Telecoms or Energy sector
• Telecommunications experience desirable.
• Leadership, team and people management.
• Financial risk management.
• Experience in business case management
• Experience in project management techniques and process development.
• Experience in ITIL (Information Technology Infrastructure Library) Service Management Framework.
• Self-motivated team player, capable of decision-making, negotiating and problem solving.
• Technical presentation and report writing skills, able to communicate effectively at all levels within an organization.
• Good knowledge of MS-Office applications.
• Strong trouble shooting and analytical skills.
• Works well part of multidisciplinary teams, which are expected to reach a common goal.

Please refer the Job description for details