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Service Manager
3 weeks ago
11 Lor 3 Toa Payoh, Jackson Square Block B, Singapore 319579
- Full-time
- Level: Employee - Standard
**Company Description**:
Inmarsat has been at the forefront of global mobile satellite communications for over forty years, and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 14 geostationary satellites. Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.
**Chief Operations Office**
Inmarsat’s Chief Operations Office (COO) plays a vital role managing the services that keep our business running and delivering to our customers. COO consists of 9 functions including: Satellite Operations, Network Operations, Service Assurance, Service Delivery Aviation and Customer Assurance, Service Delivery and Supply Chain, Project Management Office, Global Cyber Security and Group IT
**Primary role purpose**:
The Service Manager is a customer-facing role for performance matters. You will be, in coordination with the relevant Account Manager who handles the commercial matters, the point of contact for your portfolio of customer accounts; you will act as a Technical Account Manager and will be accountable for the Customer Satisfaction. You will be seen as a trusted partner by the dedicated accounts on technical matters, including but not limited to, operational performance viewpoints, supplying direct customer feedback and performance issues into the wider organization, including COO Problem Management, Business Improvement and Service/Product improvement teams.
Overall, the aim of this role, and of the team, is not to wait for enquiries and reply. We want to be proactive, to detect issues, to inform the customer before they identify the impact by themselves. We want to build a trusted customer relationship. This requires a significant level of technical analysis, including technical investigations, on a daily basis.
Being the main point of contact, your remit includes to ensure that customer performance and technical inquiries are promptly and accurately answered (you may have a level 1 role or be an escalation point depending on the cases); to raise repeated issues to COO Problem Management; to identify improvements (of the product or of our processes); to coordinate with internal stakeholders and external suppliers/partners; to coordinate Change Requests; to proactively inform Customers of planned and unplanned events; to optimize our SLA in accordance to the contract.
As a Service Manager, you will be responsible for sharing best practices across the team, and with the other teams within the Inmarsat organization. This includes raising customer feedback with internal stakeholders, providing inputs to improvement programs, being accountable for restoring trust (Tactical Service Management) on accounts that have performance issue and Customer Satisfaction on strategic accounts (Strategical Service Management).
As all members of the team, you are an actor of the coordination and efficiency of our team. Beside your key responsibilities, as a member of the group you handle urgent requests when they are outside working hours of other team members (other time zones, other working days in different countries).
**Key Responsibilities**:
- Manage effective communication both internally and externally, ensuring that the business is fully aware of risks and mitigation.
- Ensure proper follow up of the inquiries (technical and others) raised by the customers, ensuring prompt follow up is provided by the team and challenging answers to ensure their accuracy and understanding.
- Be the critical contact point for the dedicated accounts for a variety of performance issues, supporting both internally and externally with providing feedback on corrective action in response to problems management issues and monitoring, measuring and reviewing results
- Perform investigations related to the Customers you are responsible for.
- Identify and raise pain points, performance issues and recurrent defaults.
- Effectively communicate with customers the level of performance for the accounts, including known issues.
- Ensure the business and the management are fully aware of risks and mitigation.
- Coordinate investigations with external stakeholders (e.g., OEM) when appropriate in coordination with the Supplier manager and track resolution.
- Support the smooth transition from Program Management when new fleets or new platforms enter in commercial service.
- Coordinate changes requested by the Customer to ensure expectations are met.
- Timely deliver reporting and analysis including inputs from relevant internal or extern
