Position: Service Manager - North

Level/Designation: Deputy Manager / Manager

Location: Noida / DNCR

Major Deliverables:

- Enhance customer services for QRC (Query, Request, Complaint) as per the predefined service matrix for designated logos.

Key Performance Indicators (KPIs):

- Reduction in Customer Complaint Index (CCI)
- Improvement in Mean Time Taken to Resolve (MTTR)
- Enhancement in Service Level Adherence (SLA - for WLS)
- Increase in Customer Visits
- Customer Touchpoint Analysis (CTA) improvement
- Reduction in Repeat Complaints
- Promotion of Digital Adoption
- Monitoring and improvement of NPS (Net Promoter Score) and CTA

Key Responsibilities:

1. Service Management

- Oversee end-to-end lifecycle for WiFi and SD-WAN services.
- Ensure adherence to defined SLAs and KPIs.
- Act as primary client contact for all service-related concerns.
- Monitor performance and troubleshoot WiFi and SD-WAN networks.

2. Client Relationship & Support

- Build strong, long-term client relationships.
- Serve as an escalation point for service issues.
- Communicate proactively with clients about service updates, outages, and enhancements.

3. Service Optimization





- Analyze service metrics for improvement opportunities.
- Collaborate with internal teams to deliver customized WiFi and SD-WAN solutions.
- Drive continuous improvement in delivery, performance, and security.

4. Vendor & Partner Management

- Manage third-party vendors and service providers.
- Ensure compliance with performance and contractual obligations.

5. Incident & Problem Management

- Lead resolution of critical incidents and disruptions.
- Ensure SLA targets are met during outages or service events.
- Conduct RCA and implement long-term fixes for recurring issues.

Required Qualifications:

Education:

- Graduation / Post Graduation
- Relevant certifications preferred (e.g., ITIL, Cisco CCNP, SD-WAN)

Experience:

- 5–7 years in Incident and Service Management
- Experience in WiFi and SD-WAN environments
- Proven cross-functional and vendor collaboration

Skills:

- Robust leadership and interpersonal skills
- Excellent communication abilities
- Strong analytical and problem-solving skills
- Knowledge of industry best practices in service management

📌 Service Manager (Ahmedabad)
🏢 Tata Tele Business Services (TTBS)
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