About The Role

An Enterprise Service Manager at Expereo plays a pivotal role in overseeing the service experience of large enterprise customers, ensuring seamless service delivery, exceptional customer satisfaction and continuous service improvement. This role requires a strategic, proactive approach to managing service operations, acting as a key liaison between customers, internal teams and global service providers.The Enterprise Service Manager plays a vital role in customer retention and growth by delivering exceptional service performance, optimising response and resolution times and driving improvements in service management processes.Responsibilities

Here are how your day-today responsibilities of the role will look like, but are not limited to:Act as the primary point of contact for assigned customers, ensuring a high level of engagement and satisfactionConduct regular service reviews (Monthly or quarterly) providing insights into service performance, improvement initiatives and future service enhancementsAct as the customer advocate within Expereo, ensuring customer feedback and issues are addressed effectively across teamsMonitor and manage service performance against contractual SLAs and KPIs identifying and addressing gaps proactivelyDrive operational efficiency by identifying opportunities for automation, process optimisation and continuous service improvementBuild customer trust so propensity to buy additional services increases through regular, proactive, and positive engagement with all levels of the customer and Expereo organisations.Collaboratively coordinate the defined escalation matrix, to activate relevant responses from Delivery, Support and other functions for serious ongoing issues.Work closely with the Problem Management team to proactively report on services which need to be discussed with the local providers to bring stability to the delivered servicesWhen required, create and manage Service Improvement Plans (SIPs) to ensure stability quickly reestablishedCarry out productive operations to ensure profitability and sustainable growthRequirements

We are looking for Enterprise proven, experienced, customer focused and process driven Service Managers to improve service performance and customer experience to unlock revenue growth potential.At least 2 years proven experience as an Enterprise Service Manager (5 years for our most challenging accounts);Experience working with global network providers, telecom operators or managed service providersProven experience in managing enterprise customers and delivering high quality service experiencesAbility to anticipate customer needs, proactively addressing concerns and ensuring long term satisfactionStrong leadership skills with the ability to influence and drive change within a global service management frameworkStrong analytical skills with ability to interpret complex data, identify trends and drive data-driven decisionsExcellent communication and stakeholder management skills, with the ability to interact at all levels of an organisation. (English with additional European languages a plus)A proactive and entrepreneurial mindset with a focus on continuous improvementKnowledge of Telecom and Networking solutions.Familiarity with ITIL best practices and service management frameworks (Certification desirable)Benefits

Private Healthcare PlanPension PlanLife AssuranceHybrid working25 days HolidayEEO Statement

Expereo is an Equal Opportunities employer who aims to support and celebrate every employee that comes through our doors. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition.

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