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Service Relationship Manager

Posted 6 months ago

  • London, Greater London
  • Any
  • External
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Full Job DescriptionNMS Recruit are seeking an experienced enthusiastic ServiceRelationship Manager to join a thriving telecoms business. Reportingto the Head of Service Management and Transformation You will be thefirst point of call for partners that need additional support from thebusiness and will be responsible for building and nurturingrelationships to keep partners on the happy path. The role willinvolve conducting service reviews building get-well plans whereappropriate and being the face of the operations team.The roleis not just partner facing, you will also take the lead drivingservice improvement with suppliers and contractors to improve deliverylead times and keep us delivering service faster than competitors. Asuccessful Service Relationship Manager will have experience acrossCustomer Service, Customer Support or Sales in the telecommunicationsindustry, with a strong advantage for those from a network providerbackground.ResponsibilitiesWorking withinternal and external stakeholders to facilitate and take the lead inidentifying operational service improvements.Leading partnerservice reviews and supporting account managers in the field.Driving continual service improvement and the creation andimplementation of get-well plans where appropriate.Act as acustomer advocate and a strong voice of the customer internally.Work collaboratively with Account managers and Operationsleads to build relationships with key internal stakeholders and todrive customer growth.Act as an escalation point for thecustomer.Where required, provide feedback and input into theService Delivery and support management team to improve processesacross the operations function.Drive performance withsuppliers and contractors.Essential ExperienceExperience improving service and relationships across alarge portfolio of clients.Knowledge of telecommunicationsproducts with a focus on ethernet access and FTTPExperiencein a similar role ideally within Telecommunications.Experience delivering first class customer service.Operational BackgroundAble to change, adaptquickly.Experience managing suppliers/contract agreements.Ability to present to senior stakeholders internal andexternal.Ability to create, maintain and present serviceimprovement documentation.The role will involve regulartravel throughout the UK to visit our partners and attend conferencesand events.Desirable ExperienceExperience working with internet service providers both UKand InternationalIn-depth knowledge of fibre deliveryExcellent presentation skillsBenefitsSalary up to £60,000 DOE25 days holiday plus bankholidaysBirthday offPensionVolunteeringdayDeath in ServiceBonusImportant Information: We endeavour to process your personaldata in a fair and transparent manner. In applying for this role, NMSRecruit will be acting within your interest and will contact you inrelation to the role, either by email, phone or text message. For moreinformation see our Privacy Policy on our website. It is important youare aware of your individual rights and the provisions the company hasput in place to protect your data. If you would like furtherinformation on the policy or GDPR please get in touch with us here.ADZN1_UKTJ
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