Activity Based Service Manager
- Expereo
- Dubai - United Arab Emirates
- Full-time
وصف الوظيفة
We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone else, while providing One Global Experience, giving Visibility, Control and Security through expereoOne.
Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance.
As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.
An Enterprise Activity Based Service Manager at Expereo plays a pivotal role in overseeing the service experience of large enterprise customers, provides project based Service Management support across multiple customers focusing on owning, managing and resolving issues ensuring seamless service delivery, exceptional customer satisfaction and continuous service improvement. This role requires an action oriented, proactive approach to managing service operations, acting as a key liaison between customers, internal teams and global service providers.
Responsibilities:
Here are how your day-today responsibilities of the role will look like, but are not limited to:
- Provide short term Service Management to any Expereo customer as needed, ensuring they stay informed and supported.
- Step in when needed to take ownership of service issues, working with both the customer and internal teams to resolve problems quickly and effectively.
- Conduct regular service reviews (Monthly or quarterly) providing insights into service performance, improvement initiatives and future service enhancements.
- Take ownership of complex service problems—such as billing discrepancies or high-fault-rate customer sites—and drive resolution through targeted improvement plans.
- Track service performance against agreed SLAs and KPIs, spotting issues early and fixing them.
- Act as the customer advocate within Expereo, ensuring customer feedback and issues are addressed effectively across teams.
- Monitor and manage service performance against contractual SLAs and KPIs identifying and addressing gaps proactively.
- Drive operational efficiency by identifying opportunities for automation, process optimisation and continuous service improvement.
إمتيازات الوظيفة
Beyond the Job
We’re proud of our focus on Environment, Social and Governance as well as the passion we display for the communities where we live and work.
EEO (Equal Employments Opportunities) Statement:
Expereo is an Equal Opportunities employer who aims to support and celebrate every employee that comes through our doors. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition.
متطلبات الوظيفة
We are looking for Enterprise proven, experienced, customer focused and process driven people to improve customer experience to unlock revenue growth potential.
- Strong analytical skills with ability to interpret data, identify trends and drive data-driven decisions
- Experience of working across internal business processes and developing go to contacts/stakeholders
- A proactive and entrepreneurial mindset with a focus on continuous improvement.
- Self-starter, able to operate independently and take the initiative
- Knowledge of Telecom & Networking solutions.
- Proven experience in managing enterprise customers and delivering high quality service experiences.
- Ability to anticipate customer needs, proactively addressing concerns and ensuring long term satisfaction.
- Excellent communication and stakeholder management skills, with the ability to interact at all levels of an organisation. (English with additional European languages a plus).
- Familiarity with ITIL best practices and service management frameworks
