Client Service Manager

Primary objective of the job: 

This role is the primary escalation and relationship management point for all regional client accounts within assigned projects. It ensures service continuity, customer satisfaction, and delivery excellence by aligning internal resources and resolving service-impacting incidents in a timely, efficient, and professional manner

Main Duties and Responsibilities:

Client Relationship & Service Management

• Act as the primary point of escalation for client issues within assigned regional projects, ensuring resolution through proactive stakeholder engagement
• Maintain strong working relationships with customer stakeholders, promoting trust, responsiveness, and service transparency
• Lead regular service review meetings to discuss operational performance, SLA adherence, and improvement initiatives

Incident and Request Management

• Oversee the full lifecycle of customer incidents and service requests, ensuring they are logged, updated, and resolved within SLA timelines
• Escalate critical issues to internal departments and third parties, ensuring accountability and timely closure
• Ensure data accuracy and ticket hygiene across all platforms (e.g., ticketing systems, CMDB, and NMS)

Service Delivery Oversight & Governance

• Support the implementation and ongoing execution of the Managed Services Operational Governance Program, aligning service operations with contractual obligations, governance standards, and customer expectations
• Participate in operational governance forums and ensure accurate reporting of service metrics, issues, and risks
• Monitor and enforce adherence to governance processes, such as change control, incident reviews, and capacity planning sessions

Performance Reporting & Insights

• Generate structured performance reports highlighting SLA/KPI metrics, issue trends, root causes, and improvement actions
• Track service performance, customer satisfaction, and compliance metrics to identify areas for continuous improvement
• Maintain comprehensive and accurate service documentation and client data across all systems and shared platforms

Team Leadership & Collaboration

• Provide guidance to internal support teams, ensuring alignment with service expectations and governance frameworks
• Coordinate with NOC, Technical, Service Delivery, and Vendor Management teams to resolve complex operational issues
• Support onboarding, training, and mentoring of staff involved in service delivery functions

Continuous Improvement & Service Innovation

• Lead or support the execution of service improvement plans and corrective actions arising from incident reviews, customer feedback, and governance assessments
• Define, monitor, and refine service KPIs to ensure consistent delivery performance and alignment with strategic objectives
• Contribute to the development and implementation of service quality policies and customer experience enhancements

Compliance & Administrative Responsibilities

• Ensure all activities comply with Digicel’s standards for data privacy, confidentiality, and information security
• Support administrative activities, documentation audits, and reporting tasks to maintain governance and service integrity

Academic Qualifications and Experience Required:

• 4 yrs minimum prior experience in a similar role

• Bachelor’s degree or Diploma in Computer Science, Information Technology, or a related field
• Industry certifications in IT/Telco domains (e.g., CompTIA, Cisco, Microsoft, etc.)
• ITIL and ISO standards knowledge or certification (e.g., ITIL v4, ISO/IEC 20000)
• Solid understanding of IT and telecommunications infrastructure and services
• Strong competency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• Experience with KPI development, tracking, and performance reporting
• Awareness of physical and digital security standards

Functional Skills:

The individual must have practical experience with:

• Strong leadership and team coordination skills
• Excellent judgment and critical reasoning ability
• Clear and confident written and verbal communication
• Ability to perform effectively under pressure
• Consistently meets deadlines and manages competing priorities
• Strong analytical and problem-solving capabilities
• Highly organized with attention to detail
• Self-motivated with a strong aptitude for continuous learning
• Outstanding interpersonal and stakeholder management skills