Service Manager

2 weeks ago

Melbourne, Victoria, Australia Ontrack Systems Aus Pty Ltd Full time

MANDATORY SKILLS

12-15 Years of experience in Assurance domain in Telecom space

Ability to ownership of customer interactions and identify resources, investments, control for

successful NOC operation.

Excellent People management skill

Must have good communication skills (written & verbal)

Customer focused and negotiation skills

Ability to effectively interact with business and customers at all levels"

ROLES AND RESPONSIBILITIES

Ownership of SLA/KPIs and provide direction to enhance the performance.

Ensure NOC delivers a seamless customer experience.

Ensure all the functional requirement under NOC are aligned to customers overall business and

operational expectations.

Develop individual functional KPIs that are aligned to overall current and future NOC SLAs

Represent NOC in cross functional meetings and performance improvement plans.

Act as a single point of contact for all service-related issues and drive internal functions/leadership

to resolve those concerns.

Lead Change Management process.

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