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 solid, 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.