Description
A leading international telecommunications company are currently looking for an Operational Service Manager with prior experience of working in Cisco IP Telephony environments. You should have a firm understanding of Cisco IP Tel solutions however it is not required to have a detailed technical understanding of IP Tel support or implementation, this is not a technical role.
The role of the Operational Service Manager will be to manage the day to day operational activities for a Managed Cisco IP Telephony Service provided to a Global customer during the life cycle of the solution. Customer relationship management is a key requirement. Ideally you will work for a system integrator in a service leader role within a Cisco environment. You must have experience of working in a Cisco environment from a service management perspective.
Duties would include:
- Service Delivery Stewardship - ownership of change management and incident and problem management processes, and overseeing and managing issue resolution
- Primary Escalation Point - for problem and incident management, billing queries and general service queries.
- Monthly Reporting - on all service aspects of the solution, such as network performance, preparing monthly reports for the customer against agreed performance SLAs
- Ownership of the customer satisfaction process and managing customer satisfaction surveys
- Billing Stewardship - overseeing of the billing process and owning issue and dispute resolution process
- Own the documentation and development of the BAU operational processes for the customer in conjunction with other internal teams
- Ownership of solution documentation and operational processes including service management documentation and technical documentation, managing all updates and version control
The ideal candidate will have:
- Extensive experience in taking ownership and managing the day to day operational activities for a Global customer within the Managed IP Telephony Network space.
- A level of technical knowledge and capability related to Managed Data and Voice Networks including experience in working with Cisco technologies
- ITIL certification and experience in working in an organization that practices ITIL methodology and processes is desirable
For more information call Adrian Marini or email.