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Manager - Service Management - 23001

Job Family Descriptor
Acts as primary customer liaison for implementation and ongoing operations for contracts to generate sales leads, drive technical service improvements and robust processes for managing service relationships with platinum and priority customers and ensure network and process optimization and relationship management including post product implementation. Participate in customer engagement reviews and provide service improvement recommendations as required. Ensuring operational rigour, efficiency and high quality in the overall lifecycle of customer service support. Ensuring adherence to agreed SLAs, ensuring alignment of internal operations, Product and Sales teams to customer needs. Responsible for change management, contract management and customer loyalty. Ensures successful transition of the engagement team to the delivery team with the overall objective to make TCL a preferred supplier to customer. Influence TCL retention with customer to increase revenue opportunities.
Broad outline of the Role
May Lead a team through application of deep knowledge of one job area or broad knowledge of several job areas within Service Management or may be an individual contributor. Operational role, responsible for setting objectives and delivering results that have a significant impact within the context of a wider operational area. Identifies problems and updates or modifies working methods in own role without the benefit of defined procedures. May Provide first level of supervisory management to a work team that includes professional roles. May also supervise technical and administrative staff. Self-sufficient, capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision. Work-group/team focus. Education: Graduate (engineering preferred) Experience: 4 - 8 yrs
Purpose - Broad objective of the role
p/p pspan style='font-:11pt'span style=''span style='font-:9.0pt'span style=''Arial',sans-serif'span style='color:black'The broad objective of this role is tdrive Customer Success through enhanced Customer Experience resulting in protection and enhancing revenue for Tata Communications through effective renewals, churn mitigation, timely and effective SDWIP conversion and driving adoption and consumption of usage based services. This involves enhancing the value customers derive from TCL product services while ensuring the fulfilment of TCL service obligations, delivering on TCL contracted revenue expectations. and delivering tcustomer Time tValue. There are 4 key pivots tthe role in managing the customer life cycle requirements:/span/span/span/span/span/p pspan style='font-:11pt'span style=''span style='font-:9.0pt'span style=''Arial',sans-serif'span style='color:black'. Ensuring that the customer business parameters linked tTATA Comm services are met / / . Owns the protection and growing the revenue from the assigned account/s through:br / -- Churn mitigation using cross-sell or upsell during renewals maintaining a 'farming' mindset tCSM. ('Farming' term is/span/span/span/span/span/p p style='text-indent:.5in'span style='font-:11pt'span style=''span style='font-:9.0pt'span style=''Arial',sans-serif'span style='color:black'used in the context of driving adoption and consumption of contracted usage services and alstraffic and performancebr / analysis linked upgradation / migration of contracted services).br / -- Drive accelerated conversion of Service Delivery funnel intrealizable / -- Drive consumption of usage based services texpand revenue, through effective boarding, adoption and expansion ofbr / / -- Ensures quality 360 degree life cycle management of the customer account, ensuring meeting / exceeding the NPSbr / threshold for the territory and all other contractual / . Nurturing and retaining the customer, VoC analysis, reference programs and Service / . Develops deep relationships within the customer account across functions as well as has an in depth understanding of the customer's business, strategy and focus tcreate greater value for TCL services thereby enhancing customer life time value./span/span/span/span/span/p
Operating Network - Key External
Operating Network - Key Internal
Size and Scope of Role - Financial
Size and Scope of Role - No. of direct reports
Size and Scope of Role - Total team
Size and Scope of Role - Other parameters
Minimum qualification & experience
Other knowledge/skills
Key Responsibilities
Technical Competencies
Knowledge / Skills
Communication Skills
delhi, DL, IN