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Service Manager
Tata Teleservices
posted 13hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Position- Service Manager - North
Level/Designation- DM/M
Location- Noida/DNCR
Major Deliverables
To enhance Customer Services in terms of QRC for logos with pre-defined service matrix.
Key Performance Indicators:
- Customer complaint Index reduction (CCI)
- Mean Time Taken to Resolve (MTTR) improvement
- Service Level Adherence (SLA - for WLS) enhancement
Customer Visit - CTA improvement
- REPEAT Complaint reduction
- Promotion of Digital Adoption
- NPS/CTA monitoring & improvement
Essential Attributes:
We are seeking an experienced Service Manager to lead and oversee the Service Management of WiFi and SD-WAN solutions
Person will be responsible for ensuring seamless service management , troubleshooting, client satisfaction for our product offerings specially WIFI and SD WAN and work with product and other stakeholders for the continuous improvement
Key Responsibilities:
1. Service Management:
- Oversee the end-to-end service lifecycle for WiFi and SD-WAN solutions, ensuring that services meet or exceed defined SLAs and KPIs.
- Act as the primary point of contact for clients, managing their expectations, addressing concerns, and ensuring that services are delivered efficiently and effectively.
- Monitor and manage the performance of WiFi and SD-WAN networks, identifying areas for improvement, optimization, and troubleshooting.
2. Client Relationship & Support:
- Build and maintain strong relationships with clients, ensuring their needs are understood and met.
- Act as an escalation point for service-related issues and collaborate with cross-functional teams to resolve them.
- Ensure proactive communication with clients regarding service updates, outages, and new solutions or features.
3. Service Optimization:
- Analyse and report on service performance metrics to identify opportunities for service improvements, cost savings, and optimization.
- Work with internal technical teams to design, implement, and deliver tailored WiFi and SD-WAN solutions that align with client business objectives.
- Implement continuous improvement initiatives to enhance service delivery, security, and performance.
4. Vendor & Partner Management:
- Manage relationships with third-party vendors and service providers to ensure that their services meet contractual obligations and performance expectations.
5. Incident & Problem Management:
- Oversee the resolution of critical incidents or service disruptions, ensuring that response times and recovery processes meet SLA targets.
- Lead root cause analysis (RCA) and problem resolution efforts for recurring issues, implementing long-term fixes.
Required Qualifications:
Education: Graduation/Post Graduation preferably should have Relevant certifications (e.g., ITIL, Cisco CCNP, SD-WAN, etc.)
Experience:
- Minimum of 5-7 years of experience in Incident management , Service management, preferably in WiFi and SD-WAN solutions.
- Strong background in managing end-to-end service management, incident management, and customer support.
- Familiarity with SD-WAN technologies and WiFi solutions
- Proven ability to work with cross-functional teams and vendors to deliver high-quality services.
Skills:
- Strong leadership, communication, and interpersonal skills.
- Excellent problem-solving and analytical skills.
- Knowledge of service management best practices
Employment Type: Full Time, Permanent
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What people at Tata Teleservices are saying
Rating based on 1 Service Manager
review
Anonymous · Service
in Chennai, Tamil Nadu
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Read 1 reviewService Manager salary at Tata Teleservices
reported by
6
employees
with 3-12
years exp.
₹2.5
L/yr - ₹9.9
L/yr
37%
less
than the average Service Manager Salary in India
View more details
What Tata Teleservices employees are saying about work life
based on 1.5k employees
Flexible timing
Monday to Friday
Within city
Day Shift
Tata Teleservices Benefits
Job Training 
Health Insurance 
Soft Skill Training 
Cafeteria 
Team Outings 
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