Service Manager

Why this job matters

Service Manager main responsibility to help build and maintain a positive and long-lasting relationship with the customer. Service Manager is the spokesperson, bridging all the correspondence between a customer and service provider. Perform all post-sales support function which includes regular service review, monthly performance report, Service Level Agreement review, incident and change management, inventory, upsell and service improvement.

What I’ll be doing - Your accountabilities

• Primary interface for major clients in Tokyo.
• Support continuous improvement and standardisation of BAU support function driving improved NPS.
• Working in collaboration with Sales to develop key relationships with clients.
• Identify Growth opportunity that may require Complex Management.
• To lead and deliver formal work programmes in line with business and customer requirements.
• To have an in-depth working knowledge of the customers business and understand the competition environment.
• To build and maintain collaborative relationships with key suppliers.
• May also be involved in new business initiatives, providing service information to support Bids.

Responsible for end-to-end Service levels for customers business areas.

Skills required for the job

• Service Management experience, preferably with financial markets clients in the connectivity sector.
• Knowledge of capital markets clients and Radianz products.
• Excellent relationships with senior customers.
• Understands the business domain, customer positioning and prevailing technologies.
• Understanding of MPLS Extranet solutions.
• Good knowledge and experience in managing customer contracts and building relationships with customers.
• Proven track record in delivering performance and improving service.
• Experience and knowledge in Radianz Product and applicable GS portfolio products- knowledge of supplier CPE and technologies – Cisco / ADVA Understanding of the Capital Markets trade lifecycles, participants and resultant technology solutions.
• Working knowledge of IP Networks, addressing and routing.
• Appreciation of Public, Private and Hybrid Cloud technologies (AWS, GCP, Azure)
• Experienced in managing virtual/matrix teams, driving change and reducing costs.
• Proven ability to build good relationships with customers and BT’s operational teams.
• Proven experience in driving and managing virtual teams.
• Ability to execute service improvement plans and deliver results.
• Strong people and project management skills.
• Working knowledge and understanding of billing and financial management.
• ITIL v3 framework understanding.

Capabilities

Able to demonstrate abilities in:

• Working with a high level of autonomy.
• Be a self-learner.

Experience you would be expected to have

MANDATORY

• Japanese language – written and oral to high level (Business use)
• English language – written and oral to high level
• Bachelor’s degree in relevant field
• Experience working with customer facing role and ability to meet the customers’ needs in line with the business requirements.
• Excellent communication and interpersonal skills
• Experience working with customer facing role and ability to meet the customers’ needs in line with the business requirements.
• Flexible approach, able to operate effectively with uncertainty and change.
• Self-driven, self-motivated, enthusiastic and with a “can do” attitude.
• Advanced telecom managed services knowledge (e.g.: LAN, WAN, IPT, Security, Cloud, Conference, etc.)
• Experience in working with complex, multi-divisional, multi-geographical customers.

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.