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Proximus SpearIT - Customer Service Manager

Responsibilities

  • As Customer Service Manager, you ensure service management and effective pre-, and after sales support in order to maximize margin, and meet/exceed expectations of external professional and/or wholesale customers in accordance with agreed SLAs and/or contracts.
  • It's your mission to guarantee 'best in class' Service Management while achieving high customer satisfaction.
  • To this end your main tasks and responsibilities are:
    • Act as single tactical point of contact during the operational LifeCycle of customer projects; ensure an efficient relationship between the customer and the different internal departments that are involved in the delivery of the services.
    • Coordinate the service delivery of the solutions to the customer, via regular service review meetings with the customer and the internal organization.
    • Ensure that the services are delivered as contractually agreed, in line with the agreed SLAs with the customer and analysis of the reports. If necessary start corrective action plans to respect the SLA and continuously improve our services.
    • Timely treat the questions of the customer according to the conditions of the contract.
    • Define, control and optimize the margin and take corrective actions when needed.
  • As service manager your main objective is to attain and sustain high customer satisfaction.
  • You will see that at Proximus-SpearIT we aim to keep our internal employees highly satisfied as well.
  • We encourage our employees to take their professional development in their own hands and make use of many internal career possibilities.

  

Required Profile and skills

  • Fluent in Dutch, French and English (oral and written)
  • ITIL certification
  • project management experience is a plus
  • Industrial engineer, or equivalent by experience
  • knowledge of DataCenter solutions
  • Minimum 6 years of relevant experience in ICT and hosting services
  • Highly customer focused
  • Proactive, assertive without being arrogant
  • Able to manage resources efficiently (people, time, budget, tasks, virtual teams)
  • Able to communicate efficiently and effectively, and liaise actively at all levels with your customers/colleagues 
  • Working location/hours: Brussels Proximus office + customer office / Office hours   

Description société

About Proximus SpearIT
At Proximus SpearIT we strive to help companies work smarter, safer and faster. Customers come to us for our wide and extensive offering of IT services. Due to our strong growth, we are always looking for new employees. We have a challenging strategic plan in which you, as an experienced IT professional certainly have a role to play.
Proximus SpearIT is strong in:
- infrastructure projects and integrations, on-site and in the cloud;
- services related to networks, security, Skype for Business, storage, network and server maintenance, monitoring, service desk, and on-site support;
- support by IT specialists, project managers and interim managers;
- servers, network equipment, smartphones, tablets, PCs and accessories.

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