PCCW Global is looking for a Regional Service Manager to be based in Athens, Greece.Commercial minded, develop and maintain a positive, productive long term working relationships with the customerConduct Service Review by meeting with customer to review service performance and operational service issuesWork in close collaboration with sales and account management to position PCCW Global strongly for business retention, contract renewal and service extensionEnsure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed SLAs in order to deliver exceptional service and acknowledged customer value; focus on beating the targetServe as a reliable, accessible and effective escalation point for the customer on any operational issue -including after-hours support via mobile if requiredLead the Continual Process Improvement process with the customer, including recommendations for service upgrades- Proactively monitor customer services, identify improvement and risk areas and own the various service improvement plansWork closely with the Global Services Operations Center (NOC) to drive any service related issues through to resolutionEscalate to in-country regional suppliers in order to facilitate timely resolution to service escalations. This may include setting up regular service review meetings with the in-country supplier in order to drive for service improvementFacilitate and create a service improvement plan with a preventative action plan for the customer following major incident or chronic problemsMaintain and deliver an up to date Customer Service Support Guide (communication, change, escalation management workflow) of customer's service strategy and ensure all internal and external stakeholders agree and understand roles and responsibilitiesContribute to the bid process by assisting in providing detailed information on service management processesParticipate in meetings with potential new customers to present on PCCW Global Service Management support and overall operational support structureRequirements:Native language requirement, i.e. Greek,Fluent in English with excellent written and verbal communication skillsAbility to positively interact with individuals at all levels of an organization3-5 years of Telecom experience, with a strong customer service backgroundMust be well-organized, self-motivated, team player and able to address problems and situations independentlyManage customer relationships and individual engagements with a strong focus on excellenceAbility to travel for face-to-face meetings with customers and suppliersUnderstanding of Data networking including Internet/IP, IPVPN, Managed CPE, VSAT, Media Broadcasting & new technologies i.e. Cloud Services, SDWAN, Mobility, etc.Professional certifications (ITIL foundation, SAFe Agile, Cloud Services Essentials) would be a plusKnowledge of the provisioning process, including test and turn up processExperience in troubleshooting service related issuesProven track record successfully supporting multinational and international customer base is desirableOther languages & Vendor/Project Management experience are a plusRef ID: 50288Location:Athens, A1, GRBusiness Unit: PCCW GlobalFull Time/ Part Time: Full TimeJob Function: SalesFeatured Job Category::
