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Manager, Premium Network Services

Job id:  15352
Job location: 

Barcelona, B, ES, 8940

 

Introduction

 

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

 

Role Purpose

 

To manage the Premium Network Services (PNS) team based in Barcelona to provide a best in industry customer support experience for our valued customers.

  • Manage a team of highly skilled 2nd level engineers.
  • Support Sales to create and deliver customer support solutions
  • Own the PNS customer experience
  • Develop the PNS service offerings

 

Key Accountabilities

 

Manage a team of highly skilled 2nd level engineers

  • Ensure 24/7/365 coverage
  • Maintain the highest standards through direct coaching and training
  • Maintain and continuously improve the supporting processes

Support Sales to create and deliver customer support solutions

  • Maintain and refine the bid support process and associated documentation
  • Provide a point of solution service support expertise for Colt Sales
  • Actively engage in the Colt Sales process

Own the PNS customer experience

  • Accountable for PNS SLA performance and KPIS
  • Accountable for PNS customer NPS
  • Act as 3rd level escalation owner for PNS customers

Develop the PNS service offerings

  • Participate and contribute in Continual Service Improvement initiatives (CSI)
  • Own the PNS Service Catalogue
  • Refine existing and develop new service offerings
  • Engage with Product, Sales and Service Management to identify service gaps
  • Maintain PNS accreditations – ISO27001, ISO20000, ISO9001

 

PNS team KPIs:  

  • SLA conformance
  • MTTR
  • NPS
  • Escalation volume and levels for PNS customers

Regular contact and communication with:

  • Sales
  • Service & Contract Management
  • Product
  • Incident Management team
  • TRC and TRC+
  • OLO Management team
  • Incident & Jeopardy Management team

 

Skills & Experience

 

  • Extreme focus on customer experience in a technical environment
  • Highly proactive approach to issue resolution and prevention
  • Strong team building and leadership experience
  • Adept at building productive relationships
  • Able to objectively analyse complex information
  • Proficient in English language skills (spoken and written)
  • Excellent customer service/support skills (empathy, patience, care, etc.…)
  • Able to display strong team spirit, a positive attitude and a willingness to help and learn new things
  • Excellent understanding of ITIL Incident, Problem, Change and Service Request
  • Degree qualified or equivalent experience of managing high profile business customers in a complex technical environment
  • Be aware of colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.

 

What we offer

 

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. The company supports diversity and inclusion in the workplace and has signed Diversity Charter.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:

  • Relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • 39 hours working week and additional days off as per Colt own collective bargaining agreement
  • Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
  • Lunch vouchers or childcare vouchers
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • International environment with employees from more than 35 different nationalities


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