Service Management Professional
2 semanas atrás
Job Req ID:29716
Posting Date:8 Feb 2024
Function:Customer Service
Location:Sao Paulo, Brazil
Salary:Competitive
About BT:
- BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do
- and in the people who work here.
- We are now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we are on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential.
- So, if you are interested in the power of potential, why not join us today and release yours?
Why BT Business:
About the role:
- This role is a vital part of the management team for BT's broader Global organisation.
- This role leads Global's Service relationship activities endtoend with a customer or portfolio of customers. It is focused on ensuring bestinclass operational excellence and leading stakeholder engagement to drive an improved customer experience.
- Working closely with your customer to understand their business objectives, act as their trusted advisor, and support the relationship between Operations, the front office, and the customer. Responsibility for maximising the value derived from the services along with account team
- Regular proactive engagement with your customer, understanding their industry and goals. Additionally, you'll work effectively and collaboratively with other managers and leaders across the broader BT organisation to drive customer and BT's success.
You'll have the following responsibilities:
- Support operational relationship on behalf of BT, forging strong working relationships with customer (s) at mid to senior levels.
- Accountable for engaging the correct owners and resolver groups to resolve customer issues and escalations
- Acting as the trusted advisor, managing expectations bidirectionally against master service agreement (MSA), educating customers on BT process and services.
- Ability to ensure the appropriate actions are successfully delivered by the responsible teams across BT for account level issues or where systemic issues are identified, engage the support of the Customer Operations team.
- Providing inlife feedback, guidance and direction across BT to ensure customer intimacy and alignment to business objectives
- Support the endend operational performance and KPIs, including support of the customer Service Levels bringing opportunities to reduce penalties and service credits within the agreed cost envelope and SLA parameters through operational excellence.
- Support ITIL governance best practice is adopted across the customer contracts.
- Be prepared to eventually visit customer on their premises locally or internationally.
You'll have the following skills and experience:
- Bachelor's degree or equivalent in relevant field
- Preferred
- Experience in meeting the customers' needs in line with the business requirements
- Preferred
- Experience with development of solution processes
- Preferred
- Microsoft Excel & PowerPoint
- Mandatory
- Time and priority management
- Mandatory
ITIL knowledgePreferred
Fluent English
- Mandatory
- 3+ years of relevant experience working with customer facing role Mandatory
- Basic understanding of Service Management best practices frameworks such as ITIL
- Preferred
- Experience in telecom or managedservices knowledge (e
g:
LAN, WAN, IPT, Security, Cloud, Conference, etc.)
- Preferred
- Knowledge of project management methodology and techniques
- Preferred
- Knowledge on customer satisfaction methodologies
- Preferred
- Data Analytics tools
- Preferred
Benefits
- BT offers a superior global and diverse culture that fosters health and wellness for their employees.
- Competitive salary and ontarget bonus plan
- Training and development opportunities
- Career progression in BT Security and across BT with our internal development programme
- Annual leave as per the local country leave agreement.
- BT values and supports diversity in all its manifestations. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity, and the contribution they make. We do not allow any form of discrimination on the basis of race, age, gender, skin color, nationality, religion, sexual preference, physical or mental disability, and/or any other group protected by law. When we say you're welcome at BT, we really mean it.
Who is BT Group
Our focus is simple:
be the
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