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Service Manager APAC (001689) in Singapore at Inmarsat

Date Posted: 2/13/2018

Job Snapshot

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Job Description

Primary role purpose:

To be the point of contact for named accounts on operational performance view point, supplying direct customer feedback and performance issues into the Problem Management, Business improvement and service/product improvement teams.

To provide visibility on the performance of the service to key customers within the designated region, including holding regular feedback directly with customers.

Build a trusted customer relationship from an operational perspective.  By having frequent meetings (calls, face to face), talk through reports on SLA’s, Problems, CS/SD performance and change requests. Be point of contact for prio 1 issues. Discuss feedback with internal stakeholders, provide input for Business Improvement programs, and provide insight of COO performance towards large customers to BU (internal Service Management). Accountable for restoring trust (Tactical service management) and Customer Satisfaction (Strategical Service Management)

Job Requirements

Key Responsibilities:

  • Effective communication both internally and externally, ensuring that the business is fully aware of risks and mitigation.
  • Provide confidence with our key customers, that Inmarsat is focussed on improvement in performance and the value we hold for our customer.
  • Be the critical contact point with Key customers 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
  • Identification of customer wide or install wide issues and support the Service Evolution team in providing intelligence in resolution of issues.
  • To be a dedicated change manager for appointed accounts, and manage the interaction effectively between Inmarsat and the customer. Leading with expectation management around time and change.

Essential Knowledge and Skills:

  • Degree in economics, engineering or similar.
  • Relevant experience can compensate for lack of formal education.
  • Minimum of 5 years’ experience working in a similar capacity, preferably within the telecoms/satcoms industry.
  • Strong, pro-active relationship management skills and ability.
  • Ability to draw insight from data
  • Commercially astute
  • Collaboration to drive action across a matrix structure
  • Tenacity and ability to create and drive a sense of urgency
  • Strong Problem resolution skills
  • A strong influencer with the sense of gravitas to be heard
  • Take ownership for customer satisfaction
  • Ability to push back
  • Customer service focus, with the balance of saying ‘no’ when appropriate
  • Strategically aware, both internally and externally

Desirable Knowledge and Skills:

  • Experienced user of project planning tools
  • Experience of liaising with customers, partners and remote development teams
  • Knowledge of process mapping and deep dive problem management.

Personal qualities fundamental to success in this role:

  • A demonstrated ability to work across organizational boundaries.
  • Objective, rational and multidisciplinary thinking.
  • Provide candid feedback.
  • Ability to face up to problems quickly and take action.
  • A willingness to be self-critical and learn from mistakes - avoiding hubris.
  • Acts within his circle of competence and knows the boundary.
  • Ability to identify with Inmarsat values.
  • Ability to finalise projects.
  • Proactive and analytical attitude.
  • Team player with good interpersonal and communication skills, social and outgoing.