Bespoke Solutions Manager

2 months ago


London, Greater London, United Kingdom Viasat Full time
Job Description

Service Manager Role

Viasat is seeking a highly skilled Service Manager to oversee and ensure the highest level of service quality and customer satisfaction for our government clients.

Key Responsibilities

  • Develop and Manage Bespoke Solutions
  • Ensure Service Quality Exceeds Client Expectations
  • Problem Management

Day-to-Day Responsibilities

  • Manage and Optimize Portfolio of Bespoke Services
  • Collaborate with Sales, Commercial, and Client Teams
  • Work with Operations Teams to Define, Develop, and Deliver Tailored Bespoke Services
  • Establish Systems and Procedures for Outstanding Delivery
  • Monitor Service Incidents and Escalations
  • Perform Trend Analysis and Develop Service Improvement Plans
  • Resolve Escalated Customer Issues and Improve Service Methodologies
  • Establish and Lead Regular Customer Service Reviews
  • Monitor Service Levels and Track Metrics
  • Implement Corrective Action for Departmental Issues
  • Handle Customer Complaints and Concerns
  • Provide Updates to Management and Stakeholders
  • Drive Revenue Assurance and Liaise with Business
  • Maximize Business Development Opportunities

Qualifications

  • Deep Understanding of Service Management Principles and Frameworks
  • Leadership Qualities and Project Management Skills
  • Ability to Oversee Multiple Initiatives and Make Decisions Quickly


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