Enterprise Service Manager
We are currently looking for an Enterprise Service Manager who will be responsible for our larger partners. You will be working alongside our Sales Account Managers, they act as the operational lead; enabling our customers to make better use of our tools, systems and processes and acting as a trusted-advisor to help our customers get the most from our products and services.
You will ensure that our support lives up to customer expectations, our Enterprise Service Managers have an active involvement with our customers from a pre-sales and bid response stage, through the customer’s lifecycle with us; through regular performance reviews, helping to improve customer satisfaction and drive increased sales.
This role is home based and requires frequent travel (2/3 days a week) to client sites. We are looking for a Enterprise Service Manager who lives in the southern area of the UK.
How will I add value in this role?
You will ensure the timely delivery, and quality of TalkTalk Business products and services are provided to meet customer/partner requirements and expectation You will represent the customer in line with business objectives and contractual obligations.
You will provide Pre Sales support and communication during implementation to create and onward develop the relationship with the customer/partner. You will identify & contribute to required service improvement ideas to improve processes by collaborating with the commercial, operational, legal and management teams
You will be responsible for conducting regular Service Reviews, which includes accurately monitoring, documenting, tracking and presenting the service performance against contractual SLA’s. You will ensure continued quality of service is assessed and monitored against customer expectations and to aid retention and encourage business growth.
You will act as a main facilitator if escalations arise for outstanding issues. You will support the Head of Service Management to drive business transformation including processes change.
You will work effectively in a cross functional team and proactively educate and share knowledge with colleagues to assist in their understanding and development. You will provide customer training and presentations, where appropriate.
The role involves liaison with all other TTB departments to manage all queries and action plans, providing management reporting relating to operational and contractual SLA’s and performance.
What do I need in order to deliver this role?
You are able to communicate and influence at all levels, possessing strong leadership qualities and the ability to galvanise other internal teams to help improve the customer experience and customer satisfaction.
You are can-do and non-defensive; being results driven you are able to work with confidence in challenging situations.
You have a good knowledge of TalkTalk’s products and services and a sound understanding of our suppliers and the wider market place.
You have experience working with Enterprise Partners to a value of £5m+pa.
You have a strong commercial acumen, sound judgment and solid analytical & numerical skills.
While no direct people management responsibilities are required of this role, you are able to manage well without authority and galvanise virtual teams to produce results.
You are able to self-manage and function within your own team and virtual teams.
You develop positive working relationships. You are open, honest and trustworthy.
You work collaboratively and as one team. You take ownership and are reliable.
Having previously worked in a Telecoms company would be a big plus!
Alongside these requirements you must have a driving license and car. We will offer you a competitive salary and car allowance!
We value the importance of recognising and rewarding our colleagues at TalkTalk. As well as providing a great range of core benefits such as annual bonus, a company pension scheme and private medical insurance, we also:
- Embrace flexible working
- Support you to achieve your career goals
- Offer income protection and life assurance
- Offer a range of discounts on products and shopping
If this sounds interesting to you please apply for the role today!