·Management of a portfolio of customers using the service management framework.
·Be the primary service relationship interface between customers and Telstra-PBS for delivery / assurance / billing issues.
·Plan and execute on the service management framework through service review meetings, service improvement and strategy plans as well as relationship health checks.
·Review the ongoing service delivery and assurance activities and provide periodic reports.
·Drive appropriate initiatives and improvement plans to achieve increased customer satisfaction.
·In conjunction with the sales teams, identify and proactively manage a sub-set of their portfolio.
·Own and drive to complete on a SIA (Service Improvement Action) and implement action plans as required.
·Be an effective point of escalation for customers and stakeholders, as required, to manage and resolve service issues, and support the sales process.
·Ensure services delivery & assurance systems have updated Customer profiles.
·Engaging the operational layer of the customers, interpreting customer requirements, meeting regularly with Sales teams to review customer profiles and future growth planning.
·Proven understanding and knowledge of Telecommunications/IT products and global data services.
·Minimum of 5 years of experience as a Service Manager with customer facing service or relationship management experience.
·Ability to establish and build ongoing relationships with customers and suppliers and a demonstrated ability to manage stakeholders across these groups.
·Effective planning and organizational and multi-tasking skills.
·Good analytical and systems skills.
·Focus on problem solving through analysis and research, meticulous with details.
·Good interpersonal skills and strong team worker/player.
·Good oral and written and communication skills in English and Mandarin. Fluency in Cantonese would be an added advantage.
·Demonstrates maturity and good business acumen, particularly in a client facing role.
·ITIL V3 Foundation certification is an added advantage.