Introduction
The Customer Service Manager (CSM) is accountable for the operational service relationship and customer experience for assigned Telco client Business customers. The CSM coordinates Telco client teams and partners to ensure contracted services meet agreed service levels, customer needs are addressed, and service risks and improvement opportunities are managed proactively. The role works closely with customers, Service Delivery and Operations teams, technical experts, suppliers, and the account team. The CSM is not the owner of Incident Management but may support major-incident communications and act as a secondary escalation contact when required.
Tasks
Customer and service management
- Act as the primary customer contact for service-management matters across assigned German and international accounts.
- Build effective working relationships with customer stakeholders and Telco client delivery teams.
- Monitor service performance against contractual Service Level Agreements (SLAs), service objectives, and customer experience measures.
- Identify service risks, recurring issues, and emerging customer needs; coordinate appropriate action and keep stakeholders informed.
- Support major-incident communications and escalations in coordination with Incident Management and technical teams.
Service-level management and continual improvement
- Plan and lead regular Service Review Meetings; prepare agendas, performance materials, action logs, and meeting minutes.
- Produce or coordinate periodic service reports covering SLA performance, incidents, changes, risks, customer concerns, and improvement actions.
- Own the Service Improvement Plan (SIP), track actions to completion, and coordinate improvements arising from chronic incidents, root-cause analyses, and customer feedback.
- Review relevant internal root-cause analyses and coordinate clear, customer-ready summaries and follow-up actions.
- Manage non-commercial customer queries and escalations, including service-related billing queries; refer commercial matters to the Account Manager.
- Use service data and customer feedback to identify trends and recommend practical improvements.
Change and service documentation
- Communicate planned maintenance and customer-requested changes in line with agreed processes and customer communication requirements.
- Coordinate with the relevant teams to ensure billable changes are identified and routed through the appropriate commercial and operational processes.
- Ensure customer and service records are accurate across relevant systems and tools.
- Keep service documentation current following service changes, including Moves, Adds and Changes (MAC).
- Ensure approved, up-to-date documentation is stored in the designated Telco client repository, such as GCDR, in accordance with access and information-management requirements.
Commercial and business awareness
- Maintain awareness of the customer’s service costs, contractual scope, and service-management profitability.
- Identify opportunities to improve the customer relationship or extend services, and work with the Account Manager to develop them.
- Maintain sufficient knowledge of Telco client Business products and services to guide customers to appropriate internal experts.
Profile
- At least five years’ experience in a customer-facing service-management, service-delivery, or operations role in telecommunications, IT, or a related industry.
- Experience managing enterprise customer relationships and service performance against SLAs or similar operational commitments.
- Good understanding of IT and telecommunications services, such as networks, cloud or IT services, mobility, voice, or service integration.
- Basic network knowledge, including familiarity with LAN/WAN, IP addressing, routing, switching, connectivity, and common network incidents. The CSM should be able to understand service discussions and coordinate effectively with technical teams; advanced engineering expertise is not required.
- Strong communication, presentation, stakeholder-management, and organizational skills.
- Ability to manage escalations calmly, prioritize competing demands, and work effectively under pressure.
- Self-directed and proactive, with the ability to coordinate multiple teams and follow actions through to resolution.
- Professional proficiency in English.
Preferred
- Professional proficiency in German ; specify the required level based on customer and team needs.
- ITIL certification or equivalent service-management training.
- Experience in IT operations and/or project management.
- Familiarity with contact-centre platforms such as NICE or Genesys.
- Relevant degree or equivalent professional experience.
Location and employment This is a Germany-based role. Candidates must have the right to work in Germany.