Category
Engineering
Location
Cyberjaya
Start
Immediate
Employment
Full Time
Remuneration
Negotiable
Company
IX Telecom Sdn Bhd
About IX Telecom
IX Telecom is a global, award-winning Virtual Network Operator (VNO) that offers internet connectivity, SD-WAN, and managed services. Our solutions can be deployed in more than 200 countries and territories to support global businesses.
We provide a seamless, more innovative network and internet access experience to ISPs, system integrators, agencies, financial institutions, MNCs, airlines and embassies worldwide. Delve into borderless connectivity with IX. Join us by applying for the job vacancy below.
Job Description
As a Telco and Enterprise Service Manager, you will play a pivotal role in ensuring the highest level of service delivery and customer satisfaction for our telecom and enterprise clients. You will lead a team of dedicated professionals, coordinating efforts to meet and exceed customer expectations. Your expertise in telecommunications and enterprise solutions will drive operational excellence, optimize performance, and foster strong client relationships.
Key Responsibilities
Client Relationship Management
Build and maintain strong relationships with telco and enterprise clients, serving as the primary point of contact. Regularly engage with clients to understand their evolving needs, challenges, and objectives.
Service Delivery Leadership
- Lead a team of service engineers and technicians responsible for managing client services.
- Oversee the end-to-end service delivery process, ensuring adherence to SLAs and quality standards.
- Drive continuous improvement initiatives to enhance service efficiency and effectiveness.
Technical Expertise
- Possess a deep understanding of telecom and enterprise solutions, including networks, VoIP, cloud services, and data centers.
- Provide technical guidance to resolve complex issues and ensure optimal service performance.
Resource Management
- Allocate and manage resources effectively to meet client demands and project timelines.
- Monitor and optimize resource utilization to maintain cost-effectiveness.
Customer Satisfaction
- Monitor customer satisfaction metrics and take proactive measures to address any concerns or issues promptly.
- Champion a customer-centric culture within the team and organization.
Service Documentation
- Ensure accurate and up-to-date documentation of service agreements, procedures, and client-specific requirements.
- Prepare technical reports and documentation as needed.
Team Development
- Coach, mentor, and provide professional development opportunities for team members.
- Foster a collaborative and high-performance work environment
Escalation Management
- Act as an escalation point for critical service issues, collaborating with cross-functional teams to drive resolutions.
Qualifications
Qualifications:
- Bachelor’s degree in Telecommunications, Information Technology, or a related field.
- Proven experience in managing telco and enterprise customer services, with a minimum of 2 years in a leadership role.
- In-depth knowledge of telecommunications technologies, networking, and enterprise solutions.
- Strong project management skills and the ability to prioritize tasks effectively.
- Exceptional communication and interpersonal skills.
- Demonstrated ability to build and maintain strong client relationships.
- Adept at problem-solving and conflict resolution.
- Results-driven with a focus on continuous improvement.
- Availability for occasional travel as needed.
Additional Information
This position may require occasional travel to client locations or off-site meetings.
The role may involve working outside regular office hours to address critical client needs.
