Manager telco Work, Jobs (with Salaries)

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Cloud Professional Services Manager
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Service Delivery Manager

ECI -
London

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Job details

Full-time
7 days ago

Qualifications

ConnectWise
ITIL Certification
Computer Science
Client engagement
IT service management
Ticket management
Bachelor's degree
Continuous improvement
Customer relationship management
Ticket management systems
Customer renewal management
Relationship management
Customer support
Professional development mentoring
Customer interaction
Training & development
Communication skills
Help desk

Full job description

ECI is the leading global provider of managed services, cybersecurity, and business transformation for mid-market financial services organizations across the globe. From its unmatched range of services, ECI provides stability, security and improved business performance, freeing clients from technology concerns and enabling them to focus on running their businesses. More than 1,000 customers worldwide with over $3 trillion of assets under management put their trust in ECI.
At ECI, we believe success is driven by passion and purpose. Our passion for technology is only surpassed by our commitment to empowering our employees around the world.

The Opportunity:
ECI has an exciting opportunity for an experienced, Service Delivery Manager to join our London team. In this high profile customer facing role within Customer Services, responsible for managing all aspects of the relationship between the company and contracted customers. As a single point of accountability the Service Delivery Manager owns and manages all customer related issues, changes, incidents and escalations through to resolution while ensuring a high standard of Customer Satisfaction is maintained at all times.
This is a hybrid role with a strong preference for candidates to be based in the London area.

What you will do:

Responsible for monitoring and reporting service achievement against contractual and non-contractual performance targets and Service Level Agreements (SLAs).
Identify the business value and identify additional revenue opportunities related to overages, requirements for additional capacity or new services and identify any actions necessary to enable the company to improve account retention
Understand the service delivery SLAs and ensure services are delivered and managed accordingly
Prepare Account Plans in conjunction with Sales including preparation and execution of a renewal strategy
Use Continual Service Improvement to proactively identify opportunities or requirements to implement service improvements
Customer escalation point (occasionally Out Of Hours)
Ensure high quality service reporting is provided in a timely manner
Acts as a technical escalation and point of contact and assists with large and complex projects
Professionally develops, coaches and trains direct reports on both technical and corporate baselines
Conducts bi-weekly one/one meetings with direct reports as well as team meetings
Ensures that day-to-day requests and all month-end activities are completed accurately and on time (compliance of punch in/out, Connectwise ticket entry & accuracy of time and notes)

Who you are:

College diploma or University degree in the field of Computer Science or equivalent field and/or 5+ years of experience with a minimum of 3 years of end user support
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
ITIL foundation v3 - Essential
PRINCE 2 foundation - Desirable
Familiar with service management within an ITIL service delivery framework
Familiar with the technologies underpinning managed services including data centres, networks, telco circuits, cloud, storage, servers etc.
Experience of using service management ticketing systems and reporting tools
Experience of delivering recovery and managed service contracts for enterprise clients

ECI’s culture is all about connection - connection with our clients, our technology and most importantly with each other. In addition to working with an amazing team around the world, ECI also offers a competitive compensation package and so much more! If you believe you’d be a great fit and are ready for your best job ever, we’d like to hear from you!
Love Your Job, Share Your Technology Passion, Create Your Future Here!

Apply Now

Refine Your Search

manager telco jobs

Service Delivery Manager

Principal Account Manager, Telecoms

Security Policy & Assurance Manager

SeCaaS Solution Sales Manager

Senior Manager Investment Governance

Senior Customer Account Manager - Group Support Functions

Sr Manager Corporate Development IoT

REGIONAL SALES MANAGER EMEA

Tech Services –Associate & Engagement Manager – London

Customer Service Engineer

Product Support Manager, Pixel Partnerships

IT Policy and Controls Manager

Commercial & Supplier Manager

NOC Manager

Senior Manager, B2B Beyond Core

NOC Manager

Senior Customer Account Portfolio Manager - IoT

Digital Analyst (iD App)

Product Manager Network Device Hardening and Attack Surface Management.

Cloud Professional Services Manager

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