Regional Service Manager

PCCW Global is looking for a Regional Service Manager to be based in Athens, Greece.

• Commercial minded, develop and maintain a positive, productive long term working relationships with the customer

• Conduct Service Review by meeting with customer to review service performance and operational service issues

• Work in close collaboration with sales and account management to position PCCW Global strongly for business retention, contract renewal and service extension

• Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed SLAs in order to deliver exceptional service and acknowledged customer value; focus on beating the target

• Serve as a reliable, accessible and effective escalation point for the customer on any operational issue -including after-hours support via mobile if required

• Lead the Continual Process Improvement process with the customer, including recommendations for service upgrades- Proactively monitor customer services, identify improvement and risk areas and own the various service improvement plans

• Work closely with the Global Services Operations Center (NOC) to drive any service related issues through to resolution

• Escalate to in-country regional suppliers in order to facilitate timely resolution to service escalations. This may include setting up regular service review meetings with the in-country supplier in order to drive for service improvement

• Facilitate and create a service improvement plan with a preventative action plan for the customer following major incident or chronic problems

• Maintain and deliver an up to date Customer Service Support Guide (communication, change, escalation management workflow) of customer’s service strategy and ensure all internal and external stakeholders agree and understand roles and responsibilities

• Contribute to the bid process by assisting in providing detailed information on service management processes

• Participate in meetings with potential new customers to present on PCCW Global Service Management support and overall operational support structure

Requirements: 

• Native language requirement, i.e. Greek,

• Fluent in English with excellent written and verbal communication skills

• Ability to positively interact with individuals at all levels of an organization

• 3-5 years of Telecom experience, with a strong customer service background

• Must be well-organized, self-motivated, team player and able to address problems and situations independently

• Manage customer relationships and individual engagements with a strong focus on excellence

• Ability to travel for face-to-face meetings with customers and suppliers

• Understanding of Data networking including Internet/IP, IPVPN, Managed CPE, VSAT, Media Broadcasting & new technologies i.e. Cloud Services, SDWAN, Mobility, etc.

• Professional certifications (ITIL foundation, SAFe Agile, Cloud Services Essentials) would be a plus

• Knowledge of the provisioning process, including test and turn up process

• Experience in troubleshooting service related issues

• Proven track record successfully supporting multinational and international customer base is desirable

• Other languages & Vendor/Project Management experience are a plus