Senior Manager: Service Management (Telecom/ICT and leadership experience, across all customer segments), Ref: 1190753 – Online Interview Questions

Current / most recent job title?

Senior Manger: Service Management

1. Primary purpose of current/most recent position:

To motivate, coach and influence my team of Service managers to achieve and exceed their goals in order to achieve the company goals. The Service management team looks after selected, high revenue customers, who contributes to 80% of the total revenue. The team must ensure that the customer experience is at the highest level at all times, in order to retain the customer.

KPIs:
*Ensure that the annual, monthly and quarterly CSAT surveys are conducted, with all service management customers.
*Ensure that all customer issues identified, are prioritized and resolved, within the expected timelines.
*Drive and improve Billing, Customer Service, Network stability, Delivery, Cancellation and Churn enhancements in the business.
*Build and improve Customer Relationships through a defined customer engagement model.
*Prioritization of key impacting customer projects.
*Ensure that all Actions are attended to within defined Service Level Management Process requirements.
*Continual Improvement projects focusing on Customer Experience and Centricity.
*Innovation of systems, processes and procedures aimed at streamlining output of tasks to improve customer experience.
*Adoption of new tools and technology to assist in enabling the Service Managers.
*People Management and Development.

2. Core elements or functions that must operate effectively in order to achieve primary purpose:

People (team) is paramount and hence must be engaged.
Trusted Relationships with customers must be solid.
The right processes and “tools” must be in place and available.

3. Description of self, along with greater purpose and passions:

A dedicated strategic Customer Service Manager. Results driven specialist with extended Telecom/ICT and leadership experience, across all customer segments: Enterprise, Public, Wholesale and Channel partners.
Proven track record in resolving and reducing customer complaints and meeting customer service level agreements, transitioning of services and responding to RFP’s. Cultivating effective relationships both internally and externally at all levels, to ensure the customer experience and expectations are met and exceeded.
Looking forward to the next phase of my career – a relevant position where I can utilize and further enhance my experience and skills, which were accumulated through hard work, commitment and solid values and ethics, with the desire to deliver nothing less than 100%.

4. Ideal business title:

Service Manager
Service Delivery Manager
Client Success Manager

5. Key responsibilities and accountabilities of ideal position:

Building trusted relationships with customers (Internal and External)

6. Skill area of competence:

Extensive knowledge in the Telecoms space, across multiple Products (voice and data) and Technologies (IP, Voice, Transmission and recent exposure to Cloud Services).
Strong People management and leadership experience.
Proven track record of solid customer relationship building.
ITIL Service management. Managed strategic account (Public sector) according to MSA (Master Service Agreement), which included multiple Towers (WAN, LAN, Voice, Internet, APN, Security).
Exposure to Contract/Vendor/Project management.
Good understanding of Sales environment.
Service Delivery exposure, implementation of Services.
ISO Audit experience.
Cross functional support abilities.
Resilient with high stress tolerance.
Solid work ethics and values.

7. Career summary:

32 years Telecoms:
– Operations and Service Assurance – 24 years
– Service management – 8 years

8. Achievements:

*Was recognized as the best Service manager across all vendors, by strategic account stakeholders.

*The company’s business was going through a transition phase, between two Service Desk providers. This resulted in poor response and restore times for customer Incidents. I engaged my service managers, to assist from an Incident management perspective. The team worked 24/7 for weeks until the business was stabilized again. The company’s CEO recognized our extra ordinary contribution and awarded the team with a once-off cash incentive.

*Designed and implemented a service management model, in collaboration with the rest of the service management team. Customers were categorized (Platinum, Priority and Standard) according to revenue and segment. This enhanced the experience of the top customers, which contributes 80% of the company’s revenue.

*Assisted with the automation of a customer Service review report template, by advising the content and layout of the performance metrics in the report. This report automation significantly improved the compiling time of the monthly Service review report, by the service management team.

9. What do you absolutely love doing?

Working with people.
Achieving my goals.

10. Ideal company (culture and values):

Solid ethics and values.
Integrity.
Transparent leadership team.
A company where I can be trusted to do my work.
Flexibility.

If you are looking for a Service Delivery / Client Success Manager with extensive knowledge in the Telecoms space, spanning 32 years, across multiple products and technologies, then do get in touch. Click to email our Agent or call us: Head Office – Gauteng, SA. + 27 10 597 0862.

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