Activity Based Service Manager

Responsibilities

• Provide short term Service Management to any Expereo customer as needed, ensuring they stay informed and supported.
• Step in when needed to take ownership of service issues, working with both the customer and internal teams to resolve problems quickly and effectively.
• Conduct regular service reviews (monthly or quarterly), providing insights into service performance, improvement initiatives, and future service enhancements.
• Take ownership of complex service problems—such as billing discrepancies or high-fault-rate customer sites—and drive resolution through targeted improvement plans.
• Track service performance against agreed SLAs and KPIs, spotting issues early and addressing them.
• Act as the customer advocate within Expereo, ensuring customer feedback and issues are addressed effectively across teams.
• Monitor and manage service performance against contractual SLAs and KPIs, identifying and addressing gaps proactively.
• Drive operational efficiency by identifying opportunities for automation, process optimisation, and continuous service improvement.

Requirements

• Strong analytical skills with the ability to interpret data, identify trends, and drive data-driven decisions
• Experience working across internal business processes and developing go-to contacts/stakeholders
• A proactive and entrepreneurial mindset with a focus on continuous improvement
• Self-starter, able to operate independently and take initiative
• Knowledge of Telecom & Networking solutions
• Proven experience in managing enterprise customers and delivering high quality service experiences
• Ability to anticipate customer needs, proactively addressing concerns and ensuring long-term satisfaction
• Excellent communication and stakeholder management skills, with the ability to interact at all levels of an organisation (English required; additional European languages a plus)
• Familiarity with ITIL best practices and service management frameworks

Benefits

• Focus on Environment, Social, and Governance (ESG) initiatives
• Inclusive and supportive work environment with equal opportunity employer practices
• Commitment to employee celebration and support regardless of background, religion, nationality, sexual orientation, age, or physical condition

About the Company

Expereo is the intelligent internet company that connects people, places and things anywhere. Empowering global companies to be future-ready, Expereo delivers secure, global network connectivity to enterprise and government sites in 600,000 locations over 190 countries. With offices across the globe including the UAE, Expereo offers a global service that covers network design, deployment, and management.