Sr. Service Relationship Manager

 

Business Unit Overview  

BT Global Services is BT’s business communications division, providing a complete range of integrated communications and IT services to customers world-wide. We specialise in flexible and innovative services to fulfil our customers' end-to-end communication needs with maximum clarity and control. Our focus is on multi-site organizations in Europe, as well as those in the US and Asia Pacific with substantial European operations. To provide this service, we have a culturally-attuned human network around the world.  

Responsibilities  

Key purpose of the role The Senior Service Relationship Manager (SSRM) is responsible and accountable for the overall service relationship between the assigned Customer Account(s) and BT. This includes ongoing improvement of the Customer experience with regard to BT service and ensuring that BT service is an enabler to protect and grow the revenues within the assigned accounts. The SSRM may manage a team of Service Relationship Managers across a country(s) and/or may be assigned to the larger, complex and more strategic Customer Accounts. • Owns the overall service relationship between BT and the assigned accounts on a country/regional/global basis. • Develops and Integrates the service strategy within the overall Account Development Plan by working closely with the Account Team and all Sales & Service personnel aligned with the account. • Develops, documents and maintains a Customer Service Plan (CSP) for each assigned account. • Produces a Service Development Plan to identify, document and provide solutions to the customer’s longer-term service requirements. • Proactively seek out and leverage new service opportunities to protect BT’s business position, revenue stream and enhance the service provided to the customer. • Actively participates in the development of new business initiatives by providing service-related information for bid responses • Acts as the customer’s advocate throughout BT and is responsible for facilitating the prompt, effective resolution of all service related issues. This includes the identification of root causes and the development/implementation of associated action plans to maintain/improve customer satisfaction. • Produce relevant Quality of Service reports and lead/manage the Service Review with the Customer, identifying any service gaps and producing Action Plans to close. • Undertakes pro-active network reviews to ensure that the customer network meets their business needs. • Produces post critical incident reports for assigned impacted Customers documenting the incident/corrective actions • Produces a Service Improvement/Service Enhancement Plan (SIP) for each assigned account. • Builds and maintains highly developed and wide cross-cultural relationships within the Customer accounts and the BT community to effectively progress global service issues and plans. • Agreement/production of a Customer Scorecard where practicable • Lead a team of Service Account Managers where required on a Customer Account /Country basis. This to include all aspects of people management. • Provide detailed management reports as required. • Assist with the qualification/administration of SLA’s understanding all regulatory conditions, understand the basic key points on commercial law applicable to service issues. • To be fully aware of the need to safeguard sensitive customer information at all times, so that customer’s perceive BT to be a trustworthy organization.

 

Qualifications

Familiar with MPLS, WAN, LAN, Security, IP Telephony and/or Voice a plus.

Familiar with ITIL a plus.   

Key skills for this role include ….. Customer Focus  Commercial* and Business Awareness  Performance and Results*  Leadership,* Motivation and People Management  Teamwork with empathy*  Effective* Communication and Impact  Continuous Improvement and Managing Change* * Strategic thinker  Self Management and Personal Development* Travel is required with this position.  

Conditions Of Employment  

Voluntary terms apply as such there is no relocation support available.  

Pay, Benefits & Work Schedule  

Excellent Salary and Benefits package. BT rewards individuals against a common set of principles applied fairly and consistently across the globe. Rewards are driven by individual, team and company performance and reflect local market conditions as well as focusing on the total employment deal.



Existing authorization to work in the United States is required.

 

Relocation support is not currently available for this position.

 

BT is an Equal Opportunity Employer.

 

 See Job Description