Service Manager

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fiber networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.

Job Title

 Service Manager

Primary objective of the job: 

The Service Manager manages the service department within the Digicel Business team including customer service interactions, pre-sales management, service delivery, reports, and repairs. Provides the highest level of customer service with a sales-minded attitude while developing lasting customer relationships. Accompanies the executive sales team in complex sales meetings. Acts as a customer experience expert and accompanies sales team, pre and post sales, to ensure best level of support is given to our existing and prospect customers. Manages all areas of the customer experience, from pre-sales to service delivery and post-sales support.

VALUES AND EXPECTATIONS

• Respect
• Integrity
• Ownership
  
  

LEADERSHIP

• Serve as a key member of the Digicel Business Senior Management Team
• Become a mentor and example for aspiring leaders within the company
• Help build and implement a structured team and development program within the service management team
• Develop relationships with key members of our sales team, SMT, SLT and at Group level – Sales, Billing, Customer Service, Technical Support, Service Delivery, etc.

Main Duties and Responsibilities:

• Effectively coordinates with team members, including systems engineers, sales admin, pre-sales engineer and account managers, to ensure team objectives and sales and revenue goals are being carried out
• Displays extensive working knowledge of industry standards and best practices, including product details and company services offered
• Help develop, grow and maintain the Digicel Business products portfolio, ensuring that the technical and support resources are available for current and any new products and solutions
• Offers exemplary customer service, including maintaining customer relationships and ensuring repeat customers by taking care of any customer concerns or complaints quickly and professionally
• Assists with or performs administrative tasks
• Develop and continuously improve and optimize internal processes, especially in the pre-sales, technical support and service delivery areas
• Develops working knowledge of industry regulations, restrictions, and laws, and ensures service department adheres to all regulations
• Sets up and maintains service desk, including managing service desk team members and evaluating efficiency
• Resolves service desk problems and improves current service desk methods to increase productivity and overall customer experience
• Monitors department issues and client complaints to define patterns and work to lessen those recurring issues
• Regularly audits work being done and customer service being provided to ensure all standards are met and that installation and repair work is carried out effectively, correctly, and thoroughly
• Performs inspections, prepare reports, coordinate installations and repairs to ensure highest quality of work
• Establish SLA’s, KPI’s and a performance management program within the service team, driving accountability and ownership

REPORTING

• Responsible for developing daily, weekly and monthly reports based on set controls established as part of the overall service management process.
• Analyze and project the financial performance in comparison to established goals/targets and understand any deviations that may pose commercial or other form of risk to the business.
• Ensure KPI’s and SLA’s improvements objectives are managed closely and met.
• Ensure all internal controls are implemented within the service management area.

ACCOUNTABILITIES AND PERFORMANCE MEASURES

• Maintains high customer satisfaction ratings that meet company standards.
• Completes required training and development objectives within the assigned time frame.

 Academic Qualifications and Experience Required:

• Ability to keep a level-head in a high pace environment.
• Experience in Telecom or related field is a must.
• Proficiency with IT software such as Excel, power point, Word, etc. is a must.

• Ability to communicate clearly and concisely in verbal and written English is essential.
• At least 4-5 years’ experience in customer-facing activities in a B2B environment.

Minimum Experience & Essential Knowledge:

Project Management & Execution

• Highly self-motivated, self-directed, and attentive to detail
• Excellent organizational and time management skills

• Strong, innovative and creative problem solver and strategic thinker
• Excellent execution skills and ability to measure impact of execution
• Able to execute projects with many moving parts, without losing focus on any tasks
• Is execution-focused, turning plans and documents into real changes with efficiency and accurately
• Interprets the feedback from relevant functional areas and converts them into action plan
• An entrepreneurial spirit with the ability to think strategically and act tactically

Analytical Skills

• Strong numerical, analytical and critical thinking skills
• Qualitative and quantitative analysis skills
• Evidence of aptitude in analyzing problems, identifying alternative solutions, projecting consequences of proposed actions and implementing recommendations in support of goals

Communication & Team Work

• Proven ability to work in a team-oriented, collaborative environment

• Communicates with clarity, coherence, cordiality, openness and transparency
• Experience working under stressful conditions