Job Description

SOM role description summary: E2e accountability for seamless delivered support services to Traffic Management customers. Leads teams of service managers and drives e2e operations per account. Responsibilities: Operational oversight and day-to-say management of an efficient cooperations of all ITIL functions (INCM, CHM, PRBM, Service Desk, etc.) and Application supporting functions Builds and maintains customer relationships. Regular communication with customer to identify needs, determine overall requirements, and sets goals for service operations. Acts as Escalation point for customer for operational issues. Working with the Account Service Delivery Manager (SDM) to design and execute Service Delivery strategy across work stream. Deputizes the SDM when required Produces regular service Level reporting data, drives monthly service value reporting and ensure that SLAs and KPIs are monitored and reported as per the contractual obligations and internal standards; Analyses data to identify trends, items to be logged in CSI, deviation, risk and freebee registers in areas of daily operations Daily manages staff including training of new hires and provides performance related feedback to employees to drive their development Manages staffing levels to ensure effective operation of business functions. Drives customers satisfaction with high standards in service delivery quality and makes adjustments as needed in order to improve operational performance Expedites implementation of service performance corrective actions Develops and implements news policies and procedures for business operations based on industry standards and best practices. Drives internal audits with the goal to continuously improve service quality Provides input to commercial change management and supports upselling Requirements : Bachelor degree in Computer Science, Telecommunications, etc. or equivalent professional experience. +10 years of profesional experience in service management. Excellent communication in English - minimum C1 level. Any other language will be an advantage. Customer orientation Valuable: experience related to traffic management systems. Our offer: Permanent role Hybrid working model (at least 2 days per week at the office in Coventry) Private medical care, life insurance and pension plan Growth opportunities within our international structures (internal mobility, career coaching and mentoring etc.)

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