Service Operations Manager

Job Summary: 

The Service Operations Manager provides account level operational support to an assigned portfolio of customers including collaborating with Functional Work Center (FWC) Manager to ensure prioritization, alignment and attainment of Customer goals and objectives. 

Responsibilities: 

• Track and manage customer action log via the Communication Ticket Workflow. Escalating to appropriate Calero or Client stakeholders. This may include TSC leads, Engineering, FWCs, IT, client leadership, etc.
• Management of the daily operations within matrixed team including providing feedback to FWC Managers on performance and customer perception
• Maintain relationship with appropriate points of contact throughout the customer organization including the decision maker(s) and capture within Salesforce.com.
• Manage customer escalations and identify preventative measures.
• Maintain a proactive approach to operational and service issues, ensuring KPIs and SLAs are met.
• Management of operational issues by understanding impact, identifying solution options, liaising with the necessary internal and external stakeholders
• Prepare and deliver Monthly Service Review (MSR) for each customer, ensuring operational stability.
• Update Customer Health utilizing company defined health measurement processes on a monthly basis.
• Producing reports and communications to provide insight on the key highlights, low-lights, issues, and risks.
• In conjunction with the DSO, support the preparation and delivery of the Quarterly Strategic Business Reviews (SBRs) for assigned customer base as defined in the SBR Schedule to include ongoing savings initiatives, optimizations, customer challenges.
• Execute on Customer specific CAPA (Corrective and Preventative Action) Plan as required
• Monitor and track financial compliance against contract ensuring customer billing accuracy.
• Monitor and track aged debt to ensure on-time payments.
• Co-ordinate application of any necessary credits as raised by FWC Manager to ensure timely application to client invoice(s)
• Ensure Customers are providing timely funding for Managed Bill Pay and Managed Bill Pay team is meeting contractual obligations.
• Identify and create opportunities for potential CRUP opportunities within Customer Portfolio
• Acts as a mentor their individual contributors, including training new members of the team on all processes
• Actively participate in and assist Centers of Excellence and Functional Forums

Education: 

• Bachelor’s degree and/or related business experience preferred;
• Consideration may be given to a candidate with a degree in lieu of experience.

Experience and Training: 

• 1-3 years’ Calero experience preferred;
• Ability and experience to manage a monthly recurring revenue book of business of $150k or less.
• Demonstrated customer satisfaction consistently over 12+ months.
• Proven critical thinking skills 
• Strong interpersonal and negotiation skills 
• Effective communication skills; oral and written 
• Extremely detail oriented 
• Good understanding of telecommunication expense management
  and auditing  

Technical Knowledge: 

• Working knowledge of Microsoft Office Suite (Outlook, Excel, Word, PowerPoint), data entry systems

 BENEFITS

• Private Healthcare for you and your immediate family
• Gym Membership at Nuffield Health or equivalent 
• Life Insurance (pay out being 4 times your salary)
• Competitive Paternity and Maternity Package
• Team Building Budget and Employee Events
• Office Drinks, Snacks, Coffee etc.
• Volunteer Day
• Flexible Bank Holiday Policy

Please note that candidates must have the right to work in the UK now and in the future as Calero are unfortunately unable to sponsor visa applications or take over sponsorship of an employment visa at this time.

Calero is an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.