Service Manager – Tietoevry Create (m/f/d)

Mentormate, part of Tietoevry Create, is inviting a talented professional to join our growing team as a Service Manager for our respectful client BICS.

In this role, you will act as a dedicated Service Manager for a selection of key customers, managing the operational relationship and ensuring customer satisfaction across a broad range of International Telecom Services such as Roaming, Voice, and Cloud.

Join the team of our customer BICS – a global telecommunication enabler with a physical network stretching across the globe!

• Let your code influence global communications mode;
• Create bold solutions, that impact billions of end users;
• Join our decade-long partnership with BICS and be confident in your future and long-term perspectives.

Areas of Responsibility

• Act as the main after-sales contact point for all service-related issues not fitting into the day-to-day provisioning or repair procedures, or when such procedures do not meet customer expectations
• Establish and maintain long-term partner management relationships based on trust with counterparts in the customer’s organization
• Create and deliver customized monthly reports, organize periodical Service Review Meetings (face-to-face or via conference call) to discuss these reports, and negotiate corrective actions as needed. Deliver and document Minutes of Meeting, keeping an up-to-date action point list for each customer
• Act as the Single Point of Contact (SPOC) in case of incidents or escalations, and provide major event analysis, corrective action plans, RFO (Reason For Outage) statements, and RCA (Root Cause Analysis) reports
• Advise customers on process improvements, tools, reporting, and service delivery enhancements. Collaborate with Account and Service Delivery Managers to present a unified customer-facing team
• Create and maintain operational manuals for key customers documenting service delivery processes, service assurance workflows, planned work coordination, contact and escalation matrices, and product/service descriptions

Qualifications

• 5+ years of experience in the International Wholesale Telecom business, ideally in a Service Manager or Partner Manager role
• Good knowledge of the mobile telecommunication industry
• Solid technical knowledge in the domain of Voice Transit, Voice Value Added Services, Cloud Communication
• Customer-oriented mindset with excellent communication and analytical skills
• Fluent in English, both written and spoken
• Capable of managing critical incidents and high-pressure situations
• Willingness to travel as needed and maintain flexibility in working with global teams

At Tietoevry, we believe in the power of diversity, equity, and inclusion. We encourage applicants of all backgrounds, genders (m/f/d), and walks of life to join our team, as we believe that this fosters an inspiring workplace and fuels innovation. Our commitment to openness, trust, and diversity is at the heart of our mission to create digital futures that benefit businesses, societies, and humanity.

Diversity, equity and inclusion (tietoevry.com)

Privacy Policy