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Regional Service Manager (Frankfurt)



Germany, Frankfurt 


PCCW Global is a leading communications service provider, offering the latest mobility, voice and data solutions to multinational enterprises, telecommunications partners, cloud and application service providers. Our truly global coverage combined with local on-the-ground knowledge has helped us build best-in-class global connections linking Africa, the Americas, Asia Pacific, Europe and the Middle East.


Roles and Responsibilities:

 Commercial-minded, develop and maintain a positive, productive long term working relationship with the customers
 Conduct Service Reviews with customers to review services performance and operational services 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 ; proactively 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 critical operational issue -including after-hours support via mobile if required
 Lead the Continual Improvement Process with the customer, including recommendations for service upgrades
 Proactively monitor customer services performance, 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 critical related issue through to resolution
 Cooperate with the PCCWG Quality Assurance Team and Vendor Management to create service improvement plans documentation with a preventative action plan for the customer following major incident or chronic problems. This may include setting up and participation in regular service review meetings with the Customer and in-country supplier in order to facilitate the service improvement tasks,
 Maintain and deliver an up to date Customer Service Support Guide (communication, change, escalation management work flow) 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

 Native (German) language requirement,
 Fluent in English with excellent written and verbal communication skills; other languages are a plus
 4-10 years of Telecom experience, with a strong customer service background
 Ability to positively interact with individuals at all levels of an organization
 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
 Understanding of Data networking including Internet/IP, IPVPN, managed CPE services, Cloud and SD-WAN
 Knowledge on Mobility and A2P SMS services is a plus
 Understanding of SAFe/Agile practices and ITIL Framework is advantageous
 Experience in troubleshooting service-related issues
 Proven track record successfully supporting multinational and international customer base is desirable
 Ability to travel for face-to-face meetings with customers and suppliers


Reasons why you should join us!

  1. Chance to ride the wave of an exponentially growing business.
  2. Working in international, cross-functional teams.
  3. Learning and development opportunities.
  4. A fun and open team culture.
  5. An agile working environment with the opportunity to test, try and grow.
  6. A dynamic and fast-paced yet financially stable environment - the HKT group.


*** No visa sponsorship is available for this position ***

PCCW is an equal-opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's personal data policies, a copy of which will be provided immediately upon request.

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Ref ID:  41750

Frankfurt, HE, DE

Business Unit:  PCCW Global
Full Time/ Part Time:  Full Time
Job Function:  Technical
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