Senior Service Manager

at  Symbio

Company Description
Symbio is a software company revolutionizing global communication. Our platform offers a comprehensive communication stack, spanning carrier infrastructure to enterprise collaboration, serving diverse Asia-Pacific regions. Combining telecom and software expertise, we drive the evolution of modern communication.
Symbio operates under the Aussie Broadband Group, a rapidly expanding technology services provider with a market capitalization exceeding $1 billion (AUD), listed on the Australian Stock Exchange (ASX: ABB).
Job Description
We are looking for a Senior Service Manager to join our TaaS division. The Symbio Telco-as-a-Service (TaaS) division – trading as Telcoinabox – works with Managed Service Providers, telecom, and IT companies.
Reporting to the Senior Manager SDAT and Service Management with a dotted line to GM, Enablement, this role will primarily deliver a customer experience aligned with delivery, performance, maintenance, and margin growth of customers.

• Manage, monitor, and report on service delivery and assurance performance
• Establish and support unplanned outage procedures including providing support during an escalation request
• Act as a point of escalation for all operational matters and top-level escalation for customers
• Own and manage operational support plans
• Identify and manage any issues that may impact commercial performance
• Work closely with the Account Manager(s) to identify any risks and opportunities to resolve with minimal or no impact
• Maintain integrity and currency of operational manuals and processes
• Manage contract conclusion activities including any transition out planning to ensure minimal impact to lost productivity, costs, and disputes
• Partake in customer projects to improve customer experience and deliver growth opportunities
  Qualifications