Corporate Service Manager

Milano, Lombardia
  1. Full Time
  2. Customer Relationship Management
000000245179
Data di pubblicazione:26 Aug, 2019

Responsibilities and duties 

The CSM builds and maintains relationships with Customers and within Vodafone and suppliers to ensure that people within these groups understand and respond to Customer and CSM requests and requirements regarding all Vodafone Corporate products and services (Mobile, Fixed, Cloud&Hosting, Digital Services, IoT).
  • Defining and managing service level agreements with customers and Vodafone Contract Manager
  • Supporting across Sale, Design, Assurance and Delivery in order to guarantee overall Vodafone services quality
  • Point of Customer escalation, internal escalation and enquiry
  • Managing and addressing Customer Change Requests
  • Identify and address new business opportunities
  • Providing Customer facing reports
  • Analysis and recommendations based on available data/reports
  • Managing and coordinating external service providers
  • Creating and managing Service Improvement plans
  • Maintaining Customer specific service guides
  • Participation/Leadership on Customer meetings and calls  

CSM will be able to manage during In - Life of products and services of assigned Customers the following processes:

 
  • Incident Management - activities related to manage unexpected service interruption (register, tracking, monitor and solve), in order to restore normal service operation as soon as possible (reactive management)
  • Problem Management - activities related to manage "root cause" of incidents in order to prevent incidents occur (proactive and reactive management)
  • Change Management - activities related to manage customer change request (move, add, change), in order to minimize related risks
  • Events Management - activities related to identify and understand events and to define more appropriate action in order to prevent or properly manage incident occurrence
  • Capacity & Performance Management - activities related to define a proper and updated Capacity Plan, according to current customer needs
  • Service Level Management - monitoring and ensuring the fulfilment of end to end Service Levels (i.e. delivery, assurance, Invoice, …)
  • Reporting - activities related to set-up a reporting framework and to define reports for customers regarding all above services
  • Continuous improvement and client satisfaction management - activities related to periodically verify customer satisfaction and to identify related improving areas

     

    Core competencies, knowledge and experience

     

  • Strong Customer-Facing Skills

  • Excellent communication and leadership skills

  • Creative Problem-Solving

  • Self-motivated

  • Based: Milan or Rome

             

Must have technical / professional qualifications:

 

  • Bachelor’s degree

  • 5+ years experience

  • Strong engineering knowledge of Telco and ICT products, services and technologies: fixed network architectures (voice and data), cybersecurity solutions, Unified Communication & collaboration, mobile services, Cloud & Hosting solutions

  • Previous Service Management Experience (preferred) 

  • ITIL v3 certification (optional), Cisco certification (optional)

 




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