Supports customer environments as an entry-level service engineer, resolving routine technical incidents and applying server, security, performance, and IT solutions with the team.
About this role
The Service Manager oversees support-service delivery to service providers, enterprise customers and service-support partners. Working with global and APAC service teams and account stakeholders, the role supports customer satisfaction, account strategy, solution sales and contract renewals. The role clarifies customer expectations, coordinates timely, high-quality service, aligns operating processes, and documents plans for contracted delivery. It coordinates cross-functional work and resources, tracks results against goals, and plans corrective action. It also assists with contract scope and execution and monitors service revenue and costs for account profitability. Applicants need 5+ years of successful program management in service-provider or enterprise markets and 5+ years in networking, covering technical support, operations, operations management or service management. Strong service-business or program-management experience with vendors or large partners is essential. Also required are customer and relationship skills in an IP support environment, strong interpersonal and written and verbal communication, direct engagement across customer levels and disciplines, and independent handling of multiple projects and priorities in unstructured settings.
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