Regional Service Manager (German)

PCCW Global is looking for a Regional Service Manager to be based in Frankfurt, Germany.

Roles and Responsibilities:

• Develop and maintain a positive, productive long term working relationships with the customer
• Serve as a reliable, accessible and effective escalation point for the customer on any operational issue -including after-hours support via mobile if required
• Conduct Service Review by meeting with customer to review service performance and operational service issues
• Lead 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 plans
• Work closely with the Global Services Operations Center (NOC) to drive any service related issues through to resolution
• Escalate to in country regional supplier 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 improvement
• Facilitate and create a service improvement plan with a preventative action plan for the customer following major incident or chronic problems
• Maintain and deliver an up to date Customer Service Support Guide (communication, change, escalation management work flow) of customer’s service strategy and ensure all internal and external stakeholders agree and understand roles and responsibilities
• Contribute to the bid process by assisting in providing detailed information on service management processes
• Participate in meetings with potential new customers to present on PCCW Global Service Management support and overall operational support structure
• Ensure 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 target
• Be commercially minded and work in close collaboration with sales and account management to position PCCW Global strongly for business retention, contract renewal and service extension

Requirements:

• Fluent in English and German, with excellent written and verbal communication skills. This position will support customers in Germany
• Ability to positively interact with individuals at all levels of an organization
• 5-10 years of Telecom experience, with a strong customer service background
• Must be able to address problems and situations independently
• Must be well-organized, self-motivated and a team player
• Manage customer relationships and individual engagements with a strong focus on excellence
• Ability to travel for face-to-face meetings with customers and suppliers
• Understanding of Data networking including VSAT, Internet/IP, IPVPN and managed CPE
• Knowledge of the provisioning process, including test and turn up process
• Experience in troubleshooting service related issues
• Management experience is a plus
• Other languages are a plus
• Proven track record successfully supporting multinational and international customer base is desirable
• Vendor Management experience preferred

Attractive salary and fringe benefits will be offered to the successful candidate. Please send your full resume with available date, present and expected salary to This email address is being protected from spambots. You need JavaScript enabled to view it.