• Vodafone Idea - Technical Service Manager - Enterprise Segment Jobs in Mumbai,India - 25283848

  • Vodafone Idea

Job Description:

Role Technical Service Manager

Function / Department CS - Fixed Line - OTT & Telco

Location Corporate

Job Purpose

- Technical Service Manager is the single point of contact for Enterprise customers to manage the Customer life cycle management and ensure overall service experience to be No 1 in NPS for Fixed Line

- He will drive Cross function engagement with in COG, Circle Network, Delivery teams for customer experience enhancements

- Vodafone Idea believes in providing superior experience to all Customers and technical Service Manager shall represent the brand VIL to the customer

- He is responsible to retain and enhance revenue through service experience

Key Result Areas/Accountabilities

- Service Level Compliance as per the customer contracts

- RNPS

- Retention

- Service Revenue - Upsell

- Monthly Customer engagement

Core Competencies, Knowledge, Experience

- 8-10 years of experience in handling Fixed Line - Enterprise Customer for B2B segment Minimum 8 years of relevant experience

- Domain knowledge of Telecom - specifically from Network Operations

- Should have handled customer across the globe by working collaboratively with multicultural functions

- Should have good People Management skills - Should have ability to influence and lead people working in a Matrix organization

- Ability to manage in dynamic, high- growth, high- uncertainty environments and enable best fit solution

Must have technical / professional qualifications

Desired Competencies/ Skills

- Powerful influencing/ negotiation skills, effective relationship management skills

- Should possess ability to get - Quality angle on all Operational parameters

- Experience in handling Global customer escalation in a B2B environment and understanding on behaviour of Customer for various geography

- Strong communication skill and ability to manage Head - level (Customer) engagement

Educational Qualifications

- Bachelor in Engineering Degree

- ITIL Certification on Foundation

Years of Experience 8-10 Years

Industries to look from Telecom ( B2B), IT, ITES, OTT, ISP

Profile Summary:

Employment Type : Full Time
Functional Area : ITES / BPO / KPO / Customer Service / Operations
Salary : Not Mentioned
Deadline : 01st Jun 2020

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