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Service Manager



Multiple locations
Posted on Wednesday, June 19, 2024

Corporate Overview:

GTT is the world’s leading cloud networking provider. Operating a global Tier 1 IP network, GTT offers fast, reliable and secure connectivity to any location in the world and with any application in the cloud. Our private network solutions include Layer-2 Ethernet and Layer-3 MPLS IP-VPN architectures for private, public and hybrid cloud networking solutions. We also offer a broad portfolio of managed service products, including a full suite of managed network security solutions. Our clients trust us to deliver solutions with simplicity, speed and agility so they can compete effectively in today’s global economy.

Position Summary:

The Service Manager is accountable for the overall management of the end to end customer experience to ensure it continually meets the Customer’s expectations and which provides levels of service which differentiate GTT from our competition. Acting as the customer champion within GTT, the Service Manager ensures that the customer’s service requirements and business priorities are fully understood and addressed by the relevant internal teams, whilst also ensuring all activities undertaken are in the best interests of the Company. The Service Manager is accountable for managing the levels of service provided to their designated customers and for optimizing the value of our relationships with them on both a strategic and operational level.

Essential Duties and Responsibilities

  • Service Improvement
    • Engage the relevant operational teams required to deliver the necessary improvements and ensure buy in or support is achieved.
  • Service Level Management
    • Track and ensure that contractual commitments and service levels are being met using Service Reports detailing performance against the targets and thresholds set out in the customer’s Service Level Agreements (SLAs), e.g. Time to install, Service Availability, Time to Repair, Packet Loss etc. Any failures should have a Service Improvement Plan developed and implemented to address recurring issues.
    • Ensure customer communication is maintained at all times.
    • Handle customer complaints with the appropriate parties to resolve the situation without further escalating issues.
    • Proactive analysis and trending of statistical data and performance reporting in order to identify recurrent problems and potential capacity and performance issues.
  • Business Development
    • Identify opportunities to upsell and develop solutions with the Account Manager and ensure continued ownership through the sales cycle-process.
  • Relationship Management
    • Act as the customers’ advocate ensuring that their business requirements and service expectations are understood by the relevant operational and support teams.
    • Ability to align with (senior) management level of the customers. Develop management relationships with key customers to ensure GTT is seen as a partner and positive contributor to plans and business issues, driving senior level strategic reviews with the customer as required.
    • Work with peer level Service Desk Managers in central operations to ensure effective team work between region and centre, appropriate focus on the key costumers, alignment of priorities and shared knowledge.
    • A confident communicator and presenter who can demonstrate close attention to detail.
    • Track and manage the customer experience throughout the customer lifecycle and in line with agreed timescales; e.g. time to provide a quote, delivering a service, repairing a failure, ensuring accurate invoicing/cash collection and cessation of services.

Qualifications and Requirements:

  • Educated to degree level.
  • Extensive experience in Service Management and being part of a professional services practice.
  • ITIL qualified, with knowledge of broader Service Management approaches such as SIAM, VeriSM and Agile SM.
  • Strong understanding of sales, commercial & product aspects and bringing the best combined solutions to meet the customer needs.
  • Ability to manage and prioritize multiple issues at the same time.
  • Strong customer service focus.
  • Excellent communication skills (oral and written) in local languages and English.
  • Excellent customer orientated communication skills.
  • Self-motivated with good organizational and communication skills.
  • Able to work under pressure and on own initiative.
  • Able to resolve problems quickly and accurately.
  • Positive and approachable.