Technical Service Manager

Klarion Ltd
£65000 - £75000/annum
09 Jul 2017
08 Aug 2017
Contract Type
Full Time
Technical Service Manager - Telecommunications
London Bridge
£65k - £75K + 12.5% bonus & benefits

This is a Technical Service Manager role in the telecommunications industry responsible for the operational customer experience of large or complex accounts, including service delivery (On-boarding / Project Management) and In-life / Service management during the complete contract life-cycle providing high quality service while exceeding customer expectations. The candidate should have in depth knowledge in telecommunications technology, mobile services and broadband services with strong external customers facing skills, and experience in service and project management.

We require a self-starter who is able to operate independently and senior enough to represent our client on different customer facing occasions.

We are looking for Technical Service Managers with a relevant technical background in mobile infrastructure vendors, or in MNOs, doing a similar role.

Skills & Experience

·At least 5 years’ experience in Project Management and/or Service Management at mobile infrastructure vendors, MVNO, or MNOs doing a similar role
·Mobile Telecommunications industry experience is a must: 3G/LTE, VAS, IP Voice and Cloud.
·Mobile devices, iOS, BB, Android
·Experience in billing processes and systems
·Excellent communicator; able to build excellent rapport with customers
·Must have a solid understanding of Cloud technology/solutions and Unified Communications - CISCO/WAN/LAN/HCS platforms
High attention to detail; ability to manage a busy work load; able to work independently; analytical, organisational skills


On-Boarding of large or complex accounts
·Ensure customer requirements align with contract and execute customer contract
-Meeting and exceeding SLA's
·Align comms/resources/plan/information with customer counterparts
·Use Project Management techniques to align internal resources (PM, billing, device supply, networks, etc.) and so project manage the On-boarding
Life Cycle Journey and Technical Account Management
·Drive the end to end customer experience and satisfaction as a customer advocate
·Be the on-going relationship person for the whole account (not only one contract, one project or one product) on after-sales aspects
·Hold regular Service review and improvement
·Be the customer escalation point when required for large or complex accounts assigned
·To be a value added advisor for the large or complex customers
·Understand the customer organization, goals and how the customer sees our client
·Work within our clients financial objectives
·Help design new services as well as describing existing services into a service catalogue
·Use pro-actively a service catalogue to propose and supply paid one time / repetitive services to the customer
·Maintaining and enhancing the Customer relationship
·Developing and implementing Service Improvement Plans (SIP) as needed
·Managing complex service problems raised by the Customer
·Developing, strengthening customer relationships
·Communicate with professionalism, confidence and honesty with customers and build trust whilst always driving quality and value for Our client.

The Company
Our Client is a Global Leader in telecommunications technologies