To apply for this role please send your CV, along with a covering email, to careers@ntteuropeonline.com.
Job purpose
The overall responsibility of the team is to ensure that the 24/7 operations, services and solutions run smoothly and adhere to appropriate SLA’s. Also ensuring that clients’ expectations are met and managed.
Responsibility and Duties
- Ability to understand our industry and competitive market place
- Work as part of team, managing key accounts
- Develop and maintain a relationship with clients
- Responsible for customer satisfaction
- Regular client communication
- Develop, implement and analyse reports for clients
- Conduct regular service reviews on a monthly/quarterly basis
- Provide weekly reports to the Client Service Manager
- Participate in regular Service Management Team meeting
- Ensure all current clients’ SLA’s are kept up-to-date
- Develop and manage client service improvement plans
- Ability to formally present information to clients at Director level
- Take ownership of, and resolve accordingly, any problems/issued escalated by clients
- Manage customers expectations
- Co-ordinate incidents across the operational team to resolve problems/issues with clients
- Carry out analysis of performance issues with clients
- Develop and maintain a good working relationship across the organisation
- Work closely with Account Managers in retaining clients new business
- This is not a full definition of the role but covers the main aspects and drivers for success
Skills and Experience
Proven experience of:
- Minimum 3 years’ ITIL-based Service Management in a business to business service environment
- Working in line with Best Practice in complex environments and within tight time constraints
- Ability to present to all level of clients, internally and externally
- Ability to influence others and negotiate to achieve the desired results
- Management of effective and timely problem resolution in-line with clients
- Drive and energy to achieve desired results
- Problem-solving
- Understanding and managing our customers expectations
- Ability to adapt and influence in a rapidly changing environment
- Good customer relationship management
- Excellent prioritisation and communication skills
- Ability to document incidents and write reports
- Ability to develop and build relationships
- Ability to communicate in a clear, concise, understandable manner in providing instructions and to listen attentively to others
- Strong interpersonal, communication, organisation and follow-through skills
Education