Service Manager

Wise Global Telecom; Madrid; Presencial; EUR 40.000 - 70.000; Jornada completa

Descripción de la vacante

Wise Global Telecom in Madrid seeks a Service Manager to oversee delivery and performance of telecom services for key clients. You will manage SLAs, monitor service quality, coordinate with technical and support teams, and act as the primary contact for customers.

You will prepare service reports, analyze performance data, lead service review meetings, and drive process improvements in a fast-paced, customer-focused environment onsite in Madrid.

Formación

• Demonstrated skills in service management, including oversight of service delivery, incident handling, and adherence to SLAs.
• Experience coordinating cross-functional teams, with strong organizational, planning, and prioritization abilities.
• Effective communication and relationship-building skills, with the ability to manage client expectations and provide clear updates.
• Analytical skills for reviewing service performance data, identifying trends and recommending improvements.
• Knowledge of telecommunications or IT services environments, including basic understanding of networks, systems, or managed services.
• Proficiency with common office and collaboration tools (e.g., spreadsheets, presentation software, ticketing or ITSM tools).
• Ability to work on-site in Madrid and collaborate in a fast-paced, customer-focused setting.
• Bachelor’s degree in a relevant field or equivalent practical experience.
• Prior experience in a service management, account management, or operations role is highly beneficial.
• Strong problem-solving mindset, attention to detail, and commitment to delivering high-quality service.

Responsabilidades

• Oversee service delivery for assigned clients and manage SLAs.
• Coordinate cross-functional teams to resolve issues and improve performance.
• Act as primary point of contact for customers, providing updates and handling inquiries.
• Prepare service reports and analyze performance metrics to drive improvements.
• Lead service review meetings and coordinate with internal stakeholders for smooth transitions and best practices.

Conocimientos

Service delivery

Cross-functional coordination

Communication

Analytical skills

Telecom/IT services knowledge

Office tools

On-site work

Problem solving

Educación

Bachelor’s degree in Engineering/Telecommunications/IT/Business

Herramientas

ITSM tools

Spreadsheets

Presentation software

Descripción del empleo

Company Description

Wise Global Telecom is a telecommunications company focused on delivering reliable, high-quality connectivity and communication solutions to clients across diverse industries. The organization emphasizes customer-centric service, operational excellence, and continuous innovation in network and managed services. Teams collaborate closely to ensure that clients receive responsive support, tailored solutions, and consistent performance. Wise Global Telecom promotes a professional environment that values accountability, clear communication, and long-term relationships with customers and partners.

Role Description

The Service Manager is a full-time, on-site role based in Madrid, responsible for overseeing the delivery and performance of telecom services for assigned clients. This includes managing service level agreements, monitoring service quality, and coordinating with technical and support teams to resolve issues efficiently. The Service Manager will act as the primary point of contact for customers, handling inquiries, leading service review meetings, and ensuring timely communication on incidents, changes, and improvements. The role involves preparing service reports, analyzing performance metrics, and identifying opportunities to optimize processes and enhance customer satisfaction. The Service Manager will also collaborate with internal stakeholders to support service transitions, implement best practices, and contribute to continuous improvement initiatives.

Qualifications

• Demonstrated skills in service management, including oversight of service delivery, incident handling, and adherence to SLAs.
• Experience coordinating cross-functional teams, with strong organizational, planning, and prioritization abilities.
• Effective communication and relationship-building skills, with the ability to manage client expectations and provide clear updates.
• Analytical skills for reviewing service performance data, identifying trends and recommending improvements.
• Knowledge of telecommunications or IT services environments, including basic understanding of networks, systems, or managed services.
• Proficiency with common office and collaboration tools (e.g., spreadsheets, presentation software, ticketing or ITSM tools).
• Ability to work on-site in Madrid and collaborate in a fast-paced, customer-focused setting.
• Bachelor’s degree in a relevant field (such as Engineering, Telecommunications, IT, Business) or equivalent practical experience.
• Prior experience in a service management, account management, or operations role is highly beneficial.
• Strong problem-solving mindset, attention to detail, and commitment to delivering high-quality service.