Enterprise Service Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone else while providing One Global Experience, giving Visibility, Control and Security through expereoOne.

Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance.

As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.

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.

THE 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 satisfaction.
• Conduct regular service reviews (Monthly or quarterly) providing insights into service performance, improvement initiatives and future service enhancements.
• Act as the customer advocate within Expereo, ensuring customer feedback and issues are addressed effectively across teams.
• Monitor and manage service performance against contractual SLAs and KPIs identifying and addressing gaps proactively.
• Drive operational efficiency by identifying opportunities for automation, process optimisation and continuous service improvement.
• Build 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 services.
• When required, create and manage Service Improvement Plans (SIPs) to ensure stability quickly reestablished.
• Carry out productive operations to ensure profitability and sustainable growth.

Requirements

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 providers.
• Proven experience in managing enterprise customers and delivering high quality service experiences.
• Ability to anticipate customer needs, proactively addressing concerns and ensuring long term satisfaction.
• Strong leadership skills with the ability to influence and drive change within a global service management framework
• Strong analytical skills with ability to interpret complex data, identify trends and drive data-driven decisions.
• Excellent 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 improvement.
• Knowledge of Telecom & Networking solutions.
• Familiarity with ITIL best practices and service management frameworks (Certification desirable)

Benefits

• Private Healthcare Plan

• Pension Plan
• Life Assurance
• Hybrid working
• 25 days Holiday

Beyond the Job

We're proud of our focus on Environment, Social and Governance as well as the passion we display for the communities where we live and work.

EEO (Equal Employments Opportunities) 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.