Service Management Professional

BT Group (Tokyo, 日本) フォロー 13日前

今すぐ適用する

Why this job matters

Service Manager main responsibility to help build and maintain a positive and long-lasting relationship with the customer. Service Manager is the spokesperson, bridging all the correspondence between a customer and service provider. Perform all post-sales support function which includes regular service review, monthly performance report, Service Level Agreement review, incident and change management, inventory, upsell and service improvement.

What I’ll be doing - Your accountabilities

Primary interface for major clients in Tokyo.
Support continuous improvement and standardisation of BAU support function driving improved NPS.
Working in collaboration with Sales to develop key relationships with clients.
Identify Growth opportunity that may require Complex Management.
To lead and deliver formal work programmes in line with business and customer requirements.
To have an in-depth working knowledge of the customers business and understand the competition environment.
To build and maintain collaborative relationships with key suppliers.
May also be involved in new business initiatives, providing service information to support Bids.

Responsible for end-to-end Service levels for customers business areas.

Skills required for the job

Service Management experience, preferably with financial markets clients in the connectivity sector.
Knowledge of capital markets clients and Radianz products.
Excellent relationships with senior customers.
Understands the business domain, customer positioning and prevailing technologies.
Understanding of MPLS Extranet solutions.
Good knowledge and experience in managing customer contracts and building relationships with customers.
Proven track record in delivering performance and improving service.
Experience and knowledge in Radianz Product and applicable GS portfolio products- knowledge of supplier CPE and technologies – Cisco / ADVA Understanding of the Capital Markets trade lifecycles, participants and resultant technology solutions.
Working knowledge of IP Networks, addressing and routing.
Appreciation of Public, Private and Hybrid Cloud technologies (AWS, GCP, Azure)
Experienced in managing virtual/matrix teams, driving change and reducing costs.
Proven ability to build good relationships with customers and BT’s operational teams.
Proven experience in driving and managing virtual teams.
Ability to execute service improvement plans and deliver results.
Strong people and project management skills.
Working knowledge and understanding of billing and financial management.
ITIL v3 framework understanding.

Capabilities

Able to demonstrate abilities in:

Working with a high level of autonomy.
Be a self-learner.

Experience you would be expected to have

MANDATORY

Japanese language – written and oral (Business use)
English language – written and oral to high level
Bachelor’s degree in relevant field
Experience working with customer facing role and ability to meet the customers’ needs in line with the business requirements.
Excellent communication and interpersonal skills

Why this job matters

The Service Management Professional delivers assigned customers services, ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements.

What you’ll be doing

1. Support client solutions and operations, working with individuals who are a key customer contact point, ensuring an effective end-to-end service relationship during service lifecycles.
2. Supports the service delivery activities to ensure milestones and dates are achieved against agreed time quality and cost objectives.
3. Participates in processes aligned with the group including change management, service governance and assurance, risk and data management.
4. Participates in service review meetings and joint escalation calls with suppliers and support groups.
5. Executes resolution plans for incidents and problems according to pre-specified SLAs (service level agreement).
6. Executes measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers' orders.
7. Supports the liaising with both external and internal complementary partners within the relevant service support system.
8. Monitors and assesses the performance of different suppliers and support groups, and adherence to the contract.
9. Supports the performance evaluation and reporting processes, and the identification of customer ticket trends in order to understand the customer's pain points, executing actions to improve customer satisfaction.
10. Supports in the implementation of ways to improve working processes within the area of service management.

The skills you’ll need

Complaint ManagementRegulatory ComplianceIT Service DeliveryFinancial ManagementIssue ResolutionProblem SolvingCustomer ExperienceRisk ManagementData AnalysisData ManagementTechnical SupportTechnical ReportingBusiness Process ImprovementEscalation ManagementDecision MakingGrowth MindsetInclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.