Senior Customer Service Manager – IT/Telecom Operations Lead

GSB Solutions; Monterrey; Presencial; MXN 914.000 - 1.095.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Office in Monterrey

Hybrid work model

Descripción de la vacante

GSB Solutions seeks a Customer Service Manager to oversee customer-facing IT/Telecom services, ensuring service quality and customer satisfaction. You will coordinate virtual teams and manage escalations in a fast-paced environment.

Requirements include 5+ years in service management, strong communication, and the ability to drive governance and improvements across multiple stakeholders. On-site Monterrey with some office presence needed.

Formación

• 5+ years in Customer Service / Service Management (RUN) within IT/Telecom.
• Proven track record managing customer-facing relationships and service performance.
• Experience leading virtual/multidisciplinary teams in dynamic, customer-driven environments.
• Strong communication, stakeholder management, and problem-solving skills.

Responsabilidades

• Manage the customer relationship and act as the primary service management point of contact.
• Ensure operational performance, SLA compliance, incident/escalation management, and continuous service improvement.
• Coordinate technical teams during the Cisco-to-Fortinet migration project, ensuring service continuity and clear customer communication.
• Drive governance, status reporting, risks, issues, and action plans across stakeholders.

Conocimientos

Communication skills

Stakeholder management

Problem solving

Team leadership

Herramientas

Connectivity & SD-WAN

Microsoft Teams

Cisco & Fortinet environments

Descripción del empleo

GSB Solutions seeks a Customer Service Manager to oversee customer-facing IT/Telecom services, ensuring service quality and customer satisfaction. You will coordinate virtual teams and manage escalations in a fast-paced environment.

Requirements include 5+ years in service management, strong communication, and the ability to drive governance and improvements across multiple stakeholders. On-site Monterrey with some office presence needed.