About GTT:

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed. Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. For more information, please visit www.gtt.net.

Role 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.

Duties and Responsibilities:

• Engage the relevant operational teams required to deliver the necessary improvements and ensure buy in or support is achieved.
• 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 always maintained.
• 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 to identify recurrent problems and potential capacity and performance issues.
• Identify opportunities to upsell and develop solutions with the Account Manager and ensure continued ownership through the sales cycle-process.
• 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 teamwork 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.

Required Experience/Qualifications:

• 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.

Core Competencies

• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Interpersonal Relationships: Knowledge of the techniques and the ability to work with a variety of individuals and groups in a constructive and collaborative manner.
• Customer Service Management: Knowledge of customer service priorities and ability to utilize tools and techniques for maintaining an environment where all understand and are committed to providing excellent service to internal and external customers.
• ITIL (Information Technology Infrastructure Library): Knowledge of Information Technology Infrastructure Library (ITIL); ability to apply ITIL processes and standards for managing the IT infrastructure.

Universal Competencies

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
• Customer First (Non-Customer Facing): Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.

EEO Statement

GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.

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