Senior Service Manager (f/m/d) 80-100%
The Service Manager has overall responsibility for the day-to-day delivery of the services according to the contractually agreed terms and service levels. In this capacity, he/she is "fronting" to delivery units of Sunrise towards the customer as the SPOC. He/she will display the highest level of customer service while developing lasting customer relationships.
- Own the day-to-day and operational relationship with the defined enterprise account Business Customer(s)
- Improve customer service experience, create engaged customers, and facilitate organic growth
- Take ownership of customer issues and following problems through to resolution
- Develop service procedures, policies and standards (ITIL based)
- Analyze statistics and compile accurate reports. Own the SLA reporting towards the customer
- Collaborate with and guide other Sunrise delivery units to achieve agreed deliverables and SLAs for customers
- Manage Continuous Service Improvement activities
- Degree of Telecoms and/or IT industry knowledge
- Experience as a (customer) service manager in a relevant B2B (large accounts) environment
- Strong customer facing skills: "customer first" mentality
- "Can do" attitude and approach to troubleshooting and creative problem-solving ("Get the job done")
- Tailors the communication according to the audience (from technicians to C-Level)
- Advanced multi-tasking skills combined with good networking skills
- ITIL certification a plus
- Excellent written and verbal communication in German and English (other Swiss national languages a plus)
At Sunrise, you will work in a dynamic and international environment where every voice is heard, perspectives are shared and values are respected. As an equal opportunity employer, it is crucial to have a diverse workforce for the success of our business.
In addition to our new «FlexWork» working model, we offer you above-average social benefits and attractive product advantages from the Sunrise range.
Seize this opportunity to join us on our journey to actively help shape our future! We look forward to your online application.
Information for agencies: Application dossiers sent or uploaded by placement agencies or the like are not desired and will therefore not be considered and deleted.