Service Manager
Core
Serve as the primary contact for key accounts regarding client services and service quality, managing contracts, reporting, and service delivery improvements.
Role type
Senior Service Manager (Telecom/IT for Hospitality)
Builds
Interactive TV, internet access, management software, smart locks, minibar solutions for hotels
Domain
Hospitality technology / Telecom / IT infrastructure
Deliverable
client delivery
Required skills
Contract management, service quality assurance, stakeholder management, incident escalation, conflict resolution, technical reporting, service offer optimization
Preferred skills
Network/WiFi/IPTV/VOIP expertise, proactive problem solving, adaptability
Technologies
WiFi, IPTV, VOIP
Responsibilities
Manage key account relationships and service quality; Monitor contractual aspects and activity to propose complementary services; Lead steering committees with Operational Directors and prepare activity reports; Present activity reports to clients and suggest corrective actions; Coordinate operations to ensure expected service quality and manage first-level escalation; Handle various disputes (service, financial, administrative, commercial, consumables); Ensure internal contract tracking (performance and costs)
Seniority
Senior, hands-on IC