AddressOur client is a leading global company operating at the forefront of the information age, employing 90,000 people in 180 countries. They take pride in fostering change and leading technology innovation. Committed to guiding customers, communities, and businesses to overcome barriers and release their potential, our client operates with core values of Personal, Simple, and Brilliant.
About the Business Unit/Function:
Our global business unit, Operations, serves multinational companies, providing high-performance, integrated, and secure network and IT infrastructure services. With a portfolio strategy focused on Digital Transformation, we enable customers to connect easily and securely to the applications and data they need, driving their businesses forward.
Why This Job Matters:
This role is integral to our client's broader Global organisation, leading Service Relationship activities with a customer or portfolio of customers. As a Service Management Specialist, you will ensure operational excellence, foster stakeholder engagement, and drive an improved customer experience. Working closely with customers, you'll understand their objectives, act as a trusted advisor, and manage relationships between Operations, the front office, and customers, maximising the value derived from services.
Key Responsibilities:
- Manage and develop end-to-end operational relationships with customers, advocating as a trusted advisor.
- Ensure operational assurance of in-life new business opportunities, aligning with Operations priorities.
- Proactively identify improvement opportunities and drive successful delivery by responsible teams.
- Own and resolve customer issues and escalations, providing feedback and guidance across the organization.
- Be accountable for operational performance and KPIs, maximizing opportunities for service improvement.
- Provide customer-specific insights and stay abreast of industry trends and priorities.
- Facilitate collaboration to resolve customer queries, complaints, and requests.
- Define and execute Service Strategy for assigned customers, ensuring ITIL governance best practices.
- Monitor customer insight collection and analysis for service improvements and efficient account management.
- Provide cross-functional collaboration across the organization.
- Onboarding and relationship establishment with customers.
- Strong analytical decision-making and creative problem-solving skills.
- In-depth knowledge of customer environments, systems, and applications.
- Situational leadership and autonomous working ability.
- Transitioning from technical details to strategic planning.
- Familiarity with continuous improvement techniques such as Lean, Six Sigma, etc.
- Agile framework familiarity.
- Strong interpersonal, negotiation, and conflict management skills.
- Strategic and critical thinking abilities.
- Team player with the ability to work under pressure.
- Bachelor's degree in a relevant field.
- 5+ years of relevant customer-facing experience.
- Experience in mentoring, coaching, and inspiring teams.
- Deep understanding of Service Management best practices frameworks such as ITIL.
- Experience with solution processes and lifecycle management.
- Desirable telecom or managed services knowledge.
- Desirable experience with project management and customer satisfaction methodologies.
- Strong presentation, communication, and O365 skills.
- Familiarity with data analytics tools.
- Fluent in English.
- Contribute to setting the vision and direction for service strategy.
- Shape and follow up on short and long-term initiatives for change and improvements.
- Maintain excellent high-level relationships with internal and external stakeholders.
For further information on this role or to confidentially apply, please contact Damian Hamer on (02) 8227 9*** or Email Bonnie Reid at *******@ethosbc.com.au. Only WORD FORMAT resumes will be accepted.
