Service and Contract Manager

7 days ago

Singapore Colt Technology Services Full time

Overview Colt provides network, voice and data center services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure. Responsibilities Service Management Ensure that the service is delivered end to end against contractual obligation, to the required level of operational performance and quality Own and drive continuous service improvements to constantly enhance the customer experience and work with local teams to implement Manage customer escalations to closure, ensuring that the customer relationship is maintained at all the different levels within the hierarchy Contract Management Track the interpretation of business requirements into contractual provisions, identify and monitor exceptions Maintain contract governance and P&L management of the customer. Increase profitability by taking active action to optimize cost structure Monitor contract performance, agree on reporting format and metrics and prepare reports on a regular basis Relationship management Accountable for customer experience. Assure customer loyalty and increase customer satisfaction (CSAT) and reference ability of assigned customer Build relationships of trust and respect with key customer stakeholders providing the basis for Network's success; proactively look for ways to expand and improve the relationship wherever possible Keep the relationship open and constructive, aiming to resolve or ease tensions and identify problems early Required Qualifications Business-level proficiency in Mandarin and English Experience in service management, customer relationship management, or a related field Practical experience in network infrastructure environment, preferably 3+ years Experience working with internal and external management-level stakeholders Proven track record of continuous business process improvement Experience managing complex customer-facing solutions Experience negotiating complex solutions and obtaining internal approvals Strong interpersonal skills and a positive, proactive attitude Other Preferences Japanese language skill is a plus Telecommunication experience is a plus Diversity and inclusion Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you'll be encouraged to be yourself because we believe that's what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth. Benefits Flexible working hours and the option to work from home Extensive induction program with experienced mentors and buddies Opportunities for further development and educational opportunities Global Family Leave Policy Employee Assistance Program Internal inclusion & diversity employee networks Our global network When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring Seniority level Mid-Senior level Employment type Full-time Job function Sales, Customer Service, and Business Development Industries: Telecommunications and IT Services and IT Consulting We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr

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