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Regional Service Manager

4 months ago

London, UK, United Kingdom PCCW GLOBAL Limited Full time

The Regional Service Manager (RSM) is responsible for providing customer with a single point of contact within PCCW Global for all service related issues. The RSM is also responsible and accountable, at an operational level, for all services delivered to the customer. The RSM will work in close cooperation with the account manager for the customer, providing a service oriented/customer advocate element of support to the account team structure. You should have a telecom background, with previous experience working with large multinational companies in a service management type role.

What are you expected to be doing


  • Commercial minded, develop and maintain a positive, productive long term working relationships with the customer
  • Conduct Service Reviews by meeting with customers to review services performance and operational services issues
  • Work in close collaboration with sales and account management to position PCCW Global strongly for business retention, contract renewal and service extension
  • Ensure full compliance of agreed solutions and services to meet customer needs; proactive monitoring of agreed SLAs in order to deliver exceptional service and acknowledged customer value; focus on beating the target
  • Serve as a reliable, accessible and effective escalation point for the customer on any critical operational issue -including after-hours support via mobile if required
  • Lead the Continual Process Improvement process with the customer, including recommendations for service upgrades
  • Proactively monitor customer services performance, identify improvement and risk areas and own the various service improvement plans
  • Work closely with the Global Services Operations Center (NOC) to drive any service related issues through to resolution
  • Escalate to in country regional supplier in order to facilitate timely resolution to

service escalations. This may include setting up regular service review meetings with the in-country supplier in order to drive for service improvement

  • Cooperate with the PCCWG Quality Assurance Team and create a service improvement plans documentation with a preventative action plan for the customer following major incident or chronic problems
  • Maintain and deliver an up to date Customer Service Support Guide (communication, change, escalation management work flow) of customer’s service strategy and ensure all internal and external stakeholders agree and understand roles and responsibilities
  • Contribute to the bid process by assisting in providing detailed information on service management processes
  • Participate in meetings with potential new customers to present on PCCW Global Service
  • Management support and overall operational support structure

To be successful in this role, you should have


  • Fluent in English with excellent written and verbal communication skills
  • Must possess excellent communication skills and ability to positively interact with individuals at all levels of an organization.
  • 3-5 years of Telecom experience, with customer service background.
  • Must be able to assess problems and situations independently and respond decisively /appropriately.
  • Must be well-organized, self-motivated and a team player.
  • Able to address problems and situations independently
  • Manage customer relationships and individual engagements with a strong focus on excellence.
  • Occasional travel for face-to-face meetings with customers.
  • Understanding of Data networking including Internet/IP, IPVPN, managed CPE services, Cloud and SD-WAN
  • Knowledge of the provisioning process, as well as an understanding of the test and turn up process.
  • Experience in troubleshooting service related issues
  • Proven track record successfully supporting multinational and international customer base is desirable
  • Understanding of SAFe/Agile practices, ITIL Framework and Cloud Services Essentials is a plus
  • Ability to travel for face-to-face meetings with customers and suppliers