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Global Service Manager

Date: 17-Jun-2022

Location: MIAMI, US

Company: Telefonica S.A.

About the Business Unit:

Telefonica Global Solutions (TGS) manages globally the business unit of Multinationals, Wholesale and Roaming. Global Solutions delivers integrated fixed, mobile and IT services to some of the world’s top multinationals and corporations. It also provides global telecommunication services for fixed and mobile carriers, ISPs and content providers.

 

Global Solutions develops a globally integrated and competitive portfolio for Enterprises and Carriers that include International WAN, Capacity, SDWAN, Collaboration/Workplace, Cloud, Security, international voice, satellite, and mobility services. We are a multicultural organization, with more than 1000 employees, working in over 40 countries and speaking more than 15 languages. Consider us for your communications and IT solutions from Beijing to London, Miami to Madrid or Rio de Janeiro to Paris.

 

Find more about us at http://www.globalsolutions.telefonica.com/  

 

About the Team:

Telefonica expects Global Service Managers to have a deep focus on customer service, customer satisfaction and retention as well as identifying new opportunities (upselling). You will need to be an effective leader and team player, demonstrating strong influencing and relationship management skills with a customer centric approach.

 

The Role:

As a Service Manager for Telefonica, the GSM will serve as the customer’s ambassador for end to end customer service, quality and satisfaction index. You will provide world class service account management for our Key and Multinational accounts. This will imply end-end accountability for fulfillment of all customers’ contractual obligations.

 

Responsibilities:

  • Establish strong service relationships with key decision makers from our customers as well as service providers, Telefonica subsidiaries, affiliates and partners
  • GSM will lead service improvement initiatives for our customers, including contributing with Telefonica ‘s Pre and Post Sales organizations identifying integrated solutions based on analysis of customer service data, performance reports, etc.
  • Responsible for up selling Telefonica’s products and services to our customers by also ensuring their loyalty to our Company.
  • Monitor compliance of Service Level Agreements and reporting, including SLA violation calculation, negotiation and alignment with customer.
  • GSM is responsible for preparing the Monthly Service Reviews that include inventory of services, standard service performance metrics and analysis, improvement initiatives and/or action items registry.
  • GSM will conduct Monthly Network Operational Reviews over the phone and on-site Quarterly Face-to-Face Executive review meetings with customers.
  • Responsible for validating and updating the Service Delivery Guide, a document that details the services contracted as well as the Governance Model for such services.
  • Validate that the Operations Runbook complies with Telefonica Standards and contains all the necessary information to properly operate and troubleshoot the service in the event of an outage.
  • GSM is part of the escalation list provided to our customers. He/She is responsible to ensure that all the necessary internal and external steps have been taken and will engage in the communication with the customer for status as well as ensure that the internal trouble shooting and escalation procedures have been followed.
  • Responsible for reviewing and delivering customers with Root Cause Analysis Reports provided by the SMC, as well as leading the execution of Temporary/Permanent Corrective Measures to avoid future network outages or service impacting incidents.
  • GSM will assist with the Customer Satisfaction Surveys and will analyze and determine corrective actions when needed to improve or maintain achieved results during each relevant “Wave” of interviews.
  • GSM is responsible to maintain company objectives for Customer Satisfaction measured through periodic Customer Satisfaction Surveys.
  • Responsible for processing any billing claims, conduct the claim investigation, and interact with the Finance Team to correct and provide customer with adequate explanations and fixes.
  • Meet and/or exceed overall performance goals of the organization.
  • Assume other duties as needed.

 

Key skills :

  • Strong customer service culture.
  • Strong management skills and able to work in matrix type management organization.
  • ITIL certified, ideally with an engineering, technology or business-related qualification
  • Proven organizational skills and able to work under pressure.
  • Strong communication and presentation skills with the ability to communicate with customers and company’s at executive levels.
  • Team work oriented and committed to achieve company goals.
  • Results oriented and familiar with managing performance indicators.
  • Financial knowledge (Invoice reconciliation, P&L, OIBTDA, the “Bottom Line”, etc)

 

Background & Experience required

  • Bachelor’s degree in Telecommunications or IT preferred
  • Minimum 5-8 years of experience in managing customers with large multi-national projects in the Telecom industry.
  • Experience in overseeing Incident, Problem and Change Management Processes as well as the ability to review Capacity Management reports in a technological context.
  • Experience managing telecommunication services such as MPLS, Dedicated Internet and Wireless networks, Hosting/Manage Application Environment, Managed SIP Networks, IoT, Cloud and Mobile Services.

 

Language

  • Fluency in both English and Spanish required.  Portuguese is a plus.

 

If you join Telefónica

You join almost 100 years of history, you join a team of 106 nationalities present in more tan 35 countries. You join a team that works to connect people wherever they are. We are leading the digital revolution with the enthusiasm of the first day in all our businesses, creating the best digital ecosystem for our clients: network, IoT, cloud, security, innovation etc. Here, at Telefónica you count with everything you need to be the best you. We need people like you that wants to take this challenge of creating the Telefónica of tomorrow.

Telefonica is committed to the new working ways. Under our proposition “Disconnect to Reconnect” we have applied the Digital Disconnection.

 

#WeAreInclusive

We strongly believe diverse and inclusive teams become more innovative and they achieve improved results. Telefonica aims to promote and guarantee a place for everyone, just the way we are: gender, age range, sexual orientation and/or identity, culture, creed, disability or any other personal condition.