Service Manager - SPM​ | Telecom

Role : Service Program Manager (SPM) Experience : 10+ Years Location : Bangalore / Noida Shift : US Shift The Service Manager, also known as Service Program Manager (SPM) is the primary interface responsible for daily management of contract compliance and administrative responsibility of the governance process include activities such as:

• Conduct Service Management Reviews: In collaboration with key Client stakeholders, establish and maintain service management reviews to ensure Client services and performance are aligned with the Customer’s business plans
• Coordinate regular contract reviews, capturing any areas for possible changes/updates and/or decision logs and providing these to the Account team for subsequent amendments / agreements/ revisions.

• Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the contract.
• Manage Customer enablement duties such as Client portal overview, training, access requests and ongoing Customer needs.

• Manage Service Level assessment, reporting and conduct analysis on the trends and patterns; Provide the SLA reporting. Collaborate with service assurance, delivery, and finance for recommendations and service improvement plans, when warranted. Re
• view Key Performance Indicators (KPIs) and provide action plans, when necessary. In
• tandem with Operations and Service Delivery and the Customer, continue to seek areas for process enhancements, streamlining and driving improved performance collectively. Id
• entify ongoing benefits, opportunities, and innovation for continual service improvement

• 5-8 years of related service management experience.
• Telecom domain experience Mandatory.
• Strong organizational, presentation, and problem-solving skills.
• Business and Financial acumen.
• Ability to communicate with multiple levels of leadership
• Preferred ITIL v4 Foundation Certification.
• Demonstrated skills in Microsoft Office product suite, including PowerPoint, Excel & Word.
• Associate's degree or equivalent experience.
• 3+ years' of experience either in technical support or management in Telecom domain.
• Excellent written and verbal communication skills.