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:
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.
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.
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.
Vendor & Partner Management
Manage third-party vendors and service providers.
Ensure compliance with performance and contractual obligations.
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 settings
Proven cross-functional and vendor collaboration

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

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