Service Manager
About you:
We’re seeking an additional adept Service Manager who will manage the service relationships for Trooli’s strategic Wholesale Partnerships, accountable and responsible for Partner satisfaction.
You will provide critical insight into the Senior Leadership Team at Trooli, so this is a high-profile, exciting, dynamic, and key role for our organisation.
This role offers a competitive salary and car allowance.
The Role:
Our Service Manager will provide a single point of contact for Trooli’s Wholesale Partners, striving to be an advocate for the Partner within Trooli.
Having a deep understanding of the Partner’s business and their goals, you will ensure that the Partner’s service is delivered in a professional and efficient manner, focusing on ensuring Trooli is delivering the Partners transactional needs smoothly as per their agreed contractual KPIs and SLAs and by helping to optimise the service relationship through service improvement initiatives and plans.
More specifically, you will be:
• Building excellent and strong relationships with Trooli’s Partners across all areas of the service relationship.
• Identifying areas of service improvement, building, and executing plans where appropriate.
• Driving continual service improvement in the Partner service relationship.
• Educating our Partner on Trooli’s way of working.
• Ensuring the accurate analysis of service deliverables (KPIs and SLAs) is undertaken monthly.
• Holding monthly service reviews with key Partner stakeholders.
• Presenting Partner monthly reporting suite at Service Review meetings
• Handling Partner escalations, owning the escalation through to satisfactory closure.
• Providing root cause analysis reports for priority incidents which may occur, ensuring all activities in the report are owned through to closure.
• Travel to Partner Headquarters as and when required.
Skills and Experience:
• A proven track record in a Service Delivery / Account Management or another similar role in a B2B environment, preferably in a partner facing role
• Excellent communication and interpersonal skills
• Ability to ‘translate’ technical issues, to be able to confidently discuss with Partners
• Continual improvement mindset
• Experience in collaborating with cross-functional teams (commercial, finance, technical services, operations etc)
• Presentation skills (up to a senior level)
Qualifications:
· Bachelor’s degree in business management or another relevant field
· ITIL Service Management qualification is desirable.
Why Trooli:
At Trooli, we are passionate about innovation and excellence. We offer a dynamic work environment where you can make a significant impact on our growth and services. You’ll be joining a forward thinking team that values collaboration and a can-do attitude. We also offer competitive salaries, comprehensive benefits, and opportunities for professional development.
At Trooli we work hard to create an inclusive, collaborative, and rewarding environment where you are encouraged to make a difference and achieve great things. We welcome applicants who struggle to apply online to contact for a chat or email us directly to recruitment@trooli.com. We will make any reasonable adjustments to working environments to ensure all employees are included and can work safely.
- Department
- Wholesale
- Remote status
- Fully Remote
- Employment type
- Full-time
Kings Hill
Benefits
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Company Pension
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Life Assurance
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25 days holiday, plus Bank holidays
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Employee referral scheme
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Employee Discount
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Company sick pay after qualifying period
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Enhanced maternity and paternity pay after qualifying period
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Free on site parking
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Cycle to work scheme
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Employee Assistance Programme
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On-going professional development and training
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Eyecare Vouchers
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Discounted Cinema Tickets
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Wellbeing Initiatives
Workplace & Culture
Our journey began in 2002, when a group of visionaries came together because they believe in providing a faster and more reliable broadband to rural communities. This defines who we are, an innovative and forward-thinking company who are not afraid to think outside of the box.
We are committed to providing an outstanding service through our relationships which starts with our employees who set us apart from others in our industry, with their passion and can-do attitude, skills and knowledge to deliver quality and reliability to our customers.
We offer a dynamic and inclusive work environment, where you are encouraged to make a difference and achieve great things, if this is you, please take time to look at our open vacancies.
About Trooli
With roots in Southeast England, we're deeply committed to our local community. Yet, our vision extends far beyond. Our ever-growing state-of-the-art fibre network covers a wide area, and we are passionate about connecting people and businesses across many more regions. We want to provide high-quality, affordable services along with educational information that is honest, and easy to understand.
But Trooli isn't just about speed; it's about reliability too! We aim to deliver high quality broadband that never disappoints and works when it is needed, every single time.
We're excited about the future, and we invite you to be part of it with us!
Service Manager
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