Service Manager has overall ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity with designated customers by demonstrating a comprehensive understanding both of the customers’ business requirements and the products and services that are used to support these requirements.

Key competences on this position are:

• Point of Client escalation
• Point of internal escalation and enquiry
• Supporting across Assurance, Delivery and Billing
• Providing Client facing reports
• Analysis and recommendations based on available data/reports
• Including capacity management, site resiliency
• Creating and managing Service Improvement plans
• Maintaining Customer specific service guides
• Participation/Leadership on Client calls