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Service Relationship Manager

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Service Relationship Manager

  • Location

    London

  • Sector:

    Telecoms

  • Job Type:

    Permanent

  • Salary:

    £50000 - £60000 per annum, Benefits: Hybrid working, bonus, additional benefits

  • Contact:

    Rachel Powell

  • Contact email:

    Rachel.powell@nmsrecruit.com

  • Contact phone:

    +44 (0)1928 735 021

  • Job Ref:

    J91978609

  • Published:

    27 days ago

  • Expiry Date:

    2024-06-06

  • Startdate:

    2024-04-25

NMS Recruit are seeking an experienced enthusiastic Service Relationship Manager to join a thriving telecoms business. Reporting to the Head of Service Management and Transformation You will be the first point of call for partners that need additional support from the business and will be responsible for building and nurturing relationships to keep partners on the happy path. The role will involve conducting service reviews building get-well plans where appropriate and being the face of the operations team.
The role is not just partner facing, you will also take the lead driving service improvement with suppliers and contractors to improve delivery lead times and keep us delivering service faster than competitors. A successful Service Relationship Manager will have experience across Customer Service, Customer Support or Sales in the telecommunications industry, with a strong advantage for those from a network provider background.
Responsibilities
  • Working with internal and external stakeholders to facilitate and take the lead in identifying operational service improvements.
  • Leading partner service reviews and supporting account managers in the field.
  • Driving continual service improvement and the creation and implementation of get-well plans where appropriate.
  • Act as a customer advocate and a strong voice of the customer internally.
  • Work collaboratively with Account managers and Operations leads to build relationships with key internal stakeholders and to drive customer growth.
  • Act as an escalation point for the customer.
  • Where required, provide feedback and input into the Service Delivery and support management team to improve processes across the operations function.
  • Drive performance with suppliers and contractors.
Essential Experience
  • Experience improving service and relationships across a large portfolio of clients.
  • Knowledge of telecommunications products with a focus on ethernet access and FTTP
  • Experience in a similar role ideally within Telecommunications.
  • Experience delivering first class customer service.
  • Operational Background
  • Able to change, adapt quickly.
  • Experience managing suppliers/contract agreements.
  • Ability to present to senior stakeholders internal and external.
  • Ability to create, maintain and present service improvement documentation.
  • The role will involve regular travel throughout the UK to visit our partners and attend conferences and events.
Desirable Experience
  • Experience working with internet service providers both UK and International
  • In-depth knowledge of fibre delivery
  • Excellent presentation skills
Benefits
  • Salary up to £60,000 DOE
  • 25 days holiday plus bank holidays
  • Birthday off
  • Pension
  • Volunteering day
  • Death in Service
  • Bonus



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