Service Manager

2 weeks ago

Melbourne, Australia Macquarie Telecom Group Full time

**About us**

There’s something special about working for Macquarie Telecom. We’re not the biggest in the industry, where you’re just a number. We’re not tiny enough that you’ve never heard of us. We’re in that sweet spot where we’re strong enough to punch above our weight. And we definitely do We make a difference and we’re #SoUnTelco in everything we do.

If you want to make a difference, then this is the place for you

Right now, we have a great opportunity to join our team. We have a hybrid working environment of 3 days per week in the office, & 2 days per week working from home. #LI-Hybrid

**The Opportunity**

The role of our Service Managers has a very special and key purpose within Macquarie Telecom. With a focus on the operational management of a set portfolio of customers and associated services you will play a major part with the onboarding of all new customers into the portfolio along with organic order management.

**You love**
- Having ownership across a multitude of customer focused initiatives
- Giving customers an amazing and unique experience
- Owning and Celebrating success

**What you'll be doing**
- Act as a central point of escalation for operational issues within the portfolio. This includes faults, service delivery and billing issues. Identify the correct resolver group and allow them to resolve
- Facilitate and drive all customer experience initiatives to overcome operational roadblocks & increase NPS
- Working in partnership with Account Executives & Associate Solutions Architect to ensure retention and growth of all accounts is achieved.
- Drive online adoption for ordering, billing requests, reporting, faults and service requests

**Your ideal skills and experience**
- Have a minimum of 3 years telecommunications/IT experience in a related client facing Service Management or Account Management role
- Have previous experience in facilitating delivery & support of standard IT/ carrier services (Voice/Data/Mobiles or Hosting)
- Possess A high-level understanding of the provisioning & processes of telecommunications services

If this excites you, lets chat.

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