Manager - Service Accounts

Optiva; United Kingdom; Hybrid; GBP 75,000 - 95,000; Full time

Job summary

A leading telecom service provider in the United Kingdom is seeking a Service Account Manager to ensure stability within customer networks by managing all aspects of Customer Support and Managed Services delivery. Candidates should have over 8 years of experience in a telco management role and be proficient in ITIL. This role involves managing stakeholders, technical contract ownership, and customer relationship management, requiring excellent communication skills in English and Spanish.

Qualifications

• 8+ years of experience in a telco technical management role.
• Expertise in telecommunications technical architecture/protocol standards.
• Proficient in software support practices and tools.

Responsibilities

• Manage internal and external support stakeholders.
• Accountable for SLA fulfilment and quality of maintenance services.
• Handle customer escalations and upsell additional services.

Skills

Proficient in ITIL

Excellent communication skills in English

Problem solving and troubleshooting skills

Experience in managing commercial aspects

Tools

Atlassian Jira

Cloud technologies

Knowledge of telecommunications protocols

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Job Summary

The primary goal of this role is to ensure stability within a customer’s network by managing the full spectrum of the Customer Support/Managed Services delivery. This involves full ownership of the technical scope definition of the contract and all the aspects of technical and commercial activities required to fulfil it. This is essential for Optiva as customer satisfaction is largely dependent on the success of the Support/Managed Services teams in maintaining service availability.

Responsibilities and Duties:

• Manage internal and external support stakeholders.

• Owner of the technical customer contract annexes.

• Reporting to customers and internal stakeholders.

• Accountable for SLA fulfilment, quality of delivered maintenance services, referenceability of customer.

• 3rd party management (e.g. HW vendors, cloud vendors, OEM vendors and other SW suppliers).

• Change Management including Operational/Service Readiness and handover from delivery project.

• Maintenance of the Operational Manual with the customer and end to end support concept.

• Handling Customer escalations.

• Upsell of additional Managed Services & Support services.

• Preventive maintenance.

• Continuous improvement initiatives especially supporting FinOps in cloud environments.

• Customer relationship management.

• Presales involvement (including cost estimates, pricing support, Support/MS annex creation).

Eligibility criteria:

• 8+ years of experience in a telco technical management role - preferably in Support/Managed Services.

Technical Skills required:

• Proficient in ITIL. Preferably certification in ITIL.

• Expertise with in the following areas is a big plus:

  • Telecommunications organisations & technical architecture / protocol standards (Diameter/SS7/Sigtran/VoLTE/SIP)

  • Cloud technologies such a RedHat Openshift, VMWare Tanzu, GCP/GKE, Azure/AKS.

  • Good understanding of Linux, Oracle, Windows, SQL Server, Java.

  • Proficient in Atlassian Jira or comparable service management tools

• Software Support Practices: You need to be well versed in current software support practices and tools including: troubleshooting, virtual environments, issue tracking, log investigation, build testing, and ticket management.

• Experience in managing the commercial aspects of a support/managed services contract - including success in renewals, upselling and cross-selling.

Soft Skills required:

• As this role will be responsible for accounts throughout the Americas, the candidate must have excellent written and verbal communication skills in English and Spanish. .

• As a Service Account Manager, you will need to manage your time and prioritise effectively while working multiple issues for multiple customers.

• Problem solving and troubleshooting skills.