Job Description

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

Short Description

Function: Professional services & Business Operations, Service Management

Reporting to: Manager Service Management Office

Location: Barcelona

Colt Level: PT1

Why we need this role

Our service management team act as a link between our customers and us, agreeing with the customer how their relationship with Colt will work and setting the right expectations in terms of service and customers’ business performance. They make sure customers know how we are performing and drive all areas of Colt to make sure customers never get less than they expect.

The Service Manager is responsible for managing the end-to-end lifecycle of a number of Customer’s Portfolio’s.

Develops the service relationship; providing a service overview and ensuring Colt is satisfying the customer’s service needs.

The Service Manager monitors, measures and reports on Colt’s Service Level Agreement achievements and ensures the quality of service reports.

The Service Manager holds regular service review meetings with the Customer, delivers performance reports and makes improvement recommendations based on these reports.

What you will do

Typical tasks and responsibilities will include:

• To represent and assist specified Customer account business and take responsibly for the service experience
• Writes and develops Service Management documentation including service plans and service improvement plans
• Identifies strengths and weaknesses of client relationship with COLT; aligns Colt services with the current and future needs of the business and its customers
• Effectively manages dedicated client relationship & the internal virtual teams
• Proactively contributes to the Customer satisfaction targets as led by the Business Unit and Colt
• Provide assigned Customer with training and support on Colt tools and process intelligence.
• Deliver assigned customers reports as agreed in the Service Plan based on existing reports
• Attend regular meetings/calls with assigned customers, together with the AE and act as gatekeeper into our organization
• Tracking of “important” orders in relationship with Transition order Management team
• Support on escalations: -> assure that escalations are correctly taken up in our SSC teams (CSC/CSE)
• Change management support for assigned customers / help CSE to coordinate.
• Assist in any Business Improvement Plan for the customer.
• Collates statistical data for management reporting
• Provide the customer with Standard reporting.
• Building strong relationship and conduit the information to flow between the Colt teams
• Provides customer training
• Initially engage in the on-boarding of service managed customers during the first 3 to 6 months of the role.

What we look for

• Requires some administrative/technical experience
• Works within established procedures and with a moderate degree of supervision
• Responsible for own work load, understanding that decisions will have limited impact on others
• Building awareness of costs related to own work and for the business
• Communications largely involve the exchange of straightforward information
• Develops strong relationships with other areas of the business that they and their team are delivering on their part of any activity and works with them to resolve issues and ensure flawless delivery for the customer.
• Required to negotiate on matters confined to own work load
• Solves problems by selecting from a limited range of solutions
• Developed a detailed knowledge of standard Colt processes and ways of working
• Has expertise in a part of the functional field and insight into the relationship between related functional areas and knows the clients business processes and context.
• Has developed skills to perform agreed tasks to a high level of accuracy and speed
• Customer facing skills
• Must be able to speak & write fluent in German and English. Another language is valuable.
• Strong communication skills and experiences in direct customer facing telephone and service environment;
• Can deal with complaints and customer escalations
• Technical background helps
• Requirement to speak and able to write in a high level of German and English

Skills

Escalation ProceduresProactive EngagementProduct/Service KnowledgeService Level ManagementService Level AgreementsContract Management

Education

A bachelor’s or master’s degree in business management/marketing

What we offer you:

Looking to make a mark?

At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.

Instead, we employ people we trust, who come together across the globe to create intelligent solutions.

Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.

We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.

Diversity and inclusion

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.

Most recently we have:

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages

Benefits

Our benefits support you through all parts of life, for both physical and mental health.

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.