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Service Manager

Service Manager

ConfidentialAhmedabad
30+ days ago
Job description

Position : Service Manager - North

Level / Designation : Deputy Manager / Manager

Location : Noida / DNCR

Major Deliverables :

  • Enhance customer services for QRC (Query, Request, Complaint) as per the predefined service matrix for designated logos.

Key Performance Indicators (KPIs) :

  • Reduction in Customer Complaint Index (CCI)
  • Improvement in Mean Time Taken to Resolve (MTTR)
  • Enhancement in Service Level Adherence (SLA - for WLS)
  • Increase in Customer Visits
  • Customer Touchpoint Analysis (CTA) improvement
  • Reduction in Repeat Complaints
  • Promotion of Digital Adoption
  • Monitoring and improvement of NPS (Net Promoter Score) and CTA

    • Key Responsibilities :

    1. Service Management

  • Oversee end-to-end lifecycle for WiFi and SD-WAN services.
  • Ensure adherence to defined SLAs and KPIs.
  • Act as primary client contact for all service-related concerns.
  • Monitor performance and troubleshoot WiFi and SD-WAN networks.

    • 2. Client Relationship & Support

  • Build strong, long-term client relationships.
  • Serve as an escalation point for service issues.
  • Communicate proactively with clients about service updates, outages, and enhancements.

    • 3. Service Optimization

  • Analyze service metrics for improvement opportunities.
  • Collaborate with internal teams to deliver customized WiFi and SD-WAN solutions.
  • Drive continuous improvement in delivery, performance, and security.

    • 4. Vendor & Partner Management

  • Manage third-party vendors and service providers.
  • Ensure compliance with performance and contractual obligations.

    • 5. Incident & Problem Management

  • Lead resolution of critical incidents and disruptions.
  • Ensure SLA targets are met during outages or service events.
  • Conduct RCA and implement long-term fixes for recurring issues.

    • Required Qualifications :

    Education :

  • Graduation / Post Graduation
  • Relevant certifications preferred (e.g., ITIL, Cisco CCNP, SD-WAN)

    • Experience :

  • 5–7 years in Incident and Service Management
  • Experience in WiFi and SD-WAN environments
  • Proven cross-functional and vendor collaboration

    • Skills :

  • Strong leadership and interpersonal skills
  • Excellent communication abilities
  • Strong analytical and problem-solving skills
  • Knowledge of industry best practices in service management

    • Skills Required

    Rca, Service Management, Customer Support, Troubleshooting

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