Job Description

Key Responsibilities:

Manage end-to-end service delivery for enterprise customers. Act as senior escalation point for high-impact issues. Monitor SLAs/KPIs and implement performance improvements. Conduct service reviews and maintain strong client relationships. Drive incident resolution and root cause prevention. Lead, coach, and develop the service management team. Strong understanding of onboarding processes for partner resources, ensuring smooth integration and alignment with company standards. Proficient knowledge in raising Purchase Requisitions (PR) and Purchase Orders (PO) for Customer Operations resources, supporting timely procurement and resource allocation. Lead and manage the service delivery team to ensure exceptional customer service aligned with organizational goals and brand standards. Develop, implement, and continuously improve service management processes to enhance operational efficiency and customer satisfaction. Monitor and ensure compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs), driving accountability across teams. Act as the primary point of contact for escalated customer issues, ensuring swift resolution and maintaining strong customer relationships. Collaborate cross-functionally with sales, technical, and operations teams to coordinate resources and deliver seamless service experiences. Analyze service performance metrics and customer feedback to identify trends, risks, and opportunities for improvement. Attend training and development programs to further develop skills and knowledge in order to provide the expected level of internal and external customer support. Prepare and execute detailed action plans to manage and deliver services effectively, ensuring customer requirements are met on time and within scope. Provide technical support and expert advice to resolve customer issues promptly, aiming for fast and effective problem resolution. Coordinate and allocate support resources efficiently to maximize service delivery and customer satisfaction. Contribute actively to continuous process improvement by suggesting alternative solutions and identifying challenges that may impact service quality. Collaborate with management to investigate issues and recommend enhancements to problem resolution methods and internal processes. Provide constructive input to improve operational workflows and increase the overall efficiency within the unit. Customer excellence (Internal/external customer engagement and relationship management)
Qualifications


Bachelor Degree in any Telecom Engineering
Experience


Minimum 5 years of experience in a Managerial role in Telecom Industry/ Customer Relation/ Call center
Skills


Excellent command of English Language (written/spoken) Good communication skills Analytical, Problem Solving. Process Improvements
Competencies


Please provide the level of competency as per the grade: Level

1

for Band 6, Level

2

for Band 5, level

3

for Band 4, level

4

for Band 3.


Think strategically (Level 2 of 5) Achieve tangible results (Level 2 of 5) Lead breakthrough change (Level 2 of 5) Exceed customer expectations (Level 2 of 5) Nurture, Inspire and Motivate (Level 2 of 5) * Target win-win outcomes (Level 2 of 5)