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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | BPO / Call Center |
| Functional Area | Customer Service (Domestic)Sales / BD |
| EmploymentType | Full-time |
NTT Global Networks Careers - Manager - Client Services Manager - Client Services Description 1. PRE- REQUISITE: Strong customer focus Possesses strong product/ technology/ industry knowledge Has led and managed a team of SMEs providing support to a global organization Proven history of managing a large ISP network or large enterprise customer Has developed and overseen a continuous professional development programme including a comprehensive mentoring strategy Strong interpersonal and problem solving skills Demonstrated ability to meet deadlines and manage execution Willingness to travel as needed 2. RESPONSIBILITIES: Client Services ManagementPrimary point of contact for existing global customers Ensure high level of support to customer during service transition as well as service operation phase Building rapport with customer and translating customer requirement in to business cases for project and operations team Accountable for maintaining SLA levels of Incidents, Problems, Change management areas Accountable for project completions with the expected quality and Service Level Agreements Escalate effectively to attain resolution for any major operational issues Effectively communicate with customer and internal teams on challenges, options, project roll out plan and operational requirements Present weekly/ monthly/ quarterly reviews create detailed presentation for all managed accounts portraying account management from delivery/ operations, projects, improvement plans and recommendations Performing documentation management on internal CMDB Service Operations Incident Management Problem Management o Chronic Issues and network improvementso Problem Management Status Reports (projects)o Root Cause Analysis (RCA) / Problem Recordso Project Plans (Action Log Tracking)Change Management Project ManagementPerform Project management and transition activities Managing, planning and prioritizing project deliverables and activities Develop and prioritize road map for the Projects beyond the initial phases, working with Technical Leads, Architects, and Subject Matter Experts Reporting and Trend AnalysisCreating in- scope assets reports Performance, Availability, Capacity and Utilization trends Monthly billing reports Periodic Customer centric reports (Weekly, Monthly, and Quarterly) KPI reporting SLA reporting Systems Systems/ Tools Development Systems Integration Oversight Leverage Customer tools 3. TRAINING AND CERTIFICATION Networking, Security concepts Required ITIL concepts Required Project Management Fundamentals Required PMI/ ITIL Certification Optional 4. EXPERIENCE: A minimum of 8 years of progressive experience in IT in one of the following domain o Managed Support Services (Telecom/ ISP)o Infrastructure Management Services (Remote Monitoring and Management)A minimum of 2 years experience in a lead service management role with Telecom/ ISP5. EDUCATION: Bachelor degree in Electronics/ Computers/ IT preferred 6. TECHNICAL AND OTHER SKILLS: ITIL Service Management Certification Great ability to develop and maintain a good relationship with all internal stakeholders Proven capacity to anticipate and define problem resolution Shows initiative and able to adapt Ability to manage priorities and work under pressure Twitter Widget Iframe You have been redirected to a NTT Global Networks job page,
Keyskills :
roblem solving root cause project plans customer focus root cause analysis customer centric statements of work sow service level support services music making subject matter experts client services large enterp