BICS_SA BICS Singapore
connecting the world, enabling value
You are the dedicated Service Manager to a selection of key customers for all their BICS’ International Telecom Services such as Mobile Data, Roaming, Voice and Capacity products. You are their main after sales contact point for all service issues which do not fit in the day-to-day provisioning or repair procedures.
You establish a long term partner management relation of trust with your counterpart in the customer’s organisation. Based on the individual needs and attention points of the customer, each partner management relation evolves in time towards a tailor made operational interface.
You create and deliver customized monthly reports, containing e.a.: up to date service portfolio; repair tickets with related SLA analysis; past and upcoming planned works; credit notes; etc. You organize, f2f or via conference calls, periodical Service Review Meetings to discuss those reports with the customer and negotiate possible corrective actions. You create and deliver the ‘Minutes of Meeting’ with all discussed agenda points and keep an up-to-date action point list per customer.
You act as a SPOC for the customer in case of incidents or escalations. You provide and present major event analysis, corrective action plans, RFO (Reason For Outage) statements and RCA (Root Cause Analysis) reports to the customer.
You interact with Product Managers to improve tools and processes whenever necessary and share with them customer’s experience and perception.
You advise customers with regard to after-sales support for potential improvements on processes, tools, reporting. You deliver additional info on new services/products with a focus on service delivery. You establish a strong knowledge sharing relation with the customers.
You share the customer’s experience on BICS’ operational processes with your colleagues within BICS, and if relevant based on this feedback promote process improvements.
You create and maintain operational manuals with key customers where service delivery processes, service assurance processes, planned work processes, contact and escalation matrixes, product description, etc. are documented.
You have a large experience in the International Wholesale Telecom business with a strong technical focus. A similar experience as Service Manager or Partner Manager is an advantage.
You have a strong customer orientation and an empathetic mind.
You have a good knowledge of the mobile telecommunication industry in Asia-Pacific.
Languages: Strong communication skills in English, spoken and written. Knowledge of Japanese, Korean or Chinese is an advantage.
You have strong spoken and written communication skills and you are able to collect information from different sources, analyse them and elaborate synthetic reports.
You have a University degree in the telecom domain or a relevant job experience (5-10 years).
You have a solid technical knowledge in the domain of Mobile Data (Roaming, SMS, GRX, LTE, …).
You have a good technical knowledge in the IP domain, more specifically a good understanding of the consequences of the “Move to all IP” evolution.
You are flexible, accountable and willing to travel.
You have Crisis management skills.
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