Role Summary:
The Service Manager owns the end‑to‑end customer service experience for an assigned portfolio of
customers, ensuring delivery aligns with contractual commitments and agreed service levels. This role
is accountable for driving service excellence, maintaining strong customer relationships, and
delivering continuous improvement across the service lifecycle. Acting as the customer ’s primary
operational lead, the role balances service performance, issue resolution, and long ‑term value
creation to enhance customer satisfaction and dif ferentiate GTT through consistent service delivery.
This role operates within the Service Management function and works closely with internal delivery,
operations, commercial, and account management teams. The Service Manager serves as the
primary point of accountability for customer service performance and acts as an escalation point for
service issues. The role also partners directly with customers, including engagement with senior
stakeholders where required.
Duties and Responsibilities
• Own and manage the end‑to‑end service experience for assigned customers, ensuring
alignment with service level agreements and contractual commitments.
• Monitor and analyse service performance through reporting, identifying trends and risks and
implementing service improvement plans as required.
• Act as the primary escalation point for service issues, ensuring timely resolution and clear
communication with customers and internal stakeholders.
• Coordinate cross‑functional operational teams to deliver service improvements and ensure
shared accountability for customer outcomes.
• Maintain proactive, transparent communication with customers throughout the service
lifecycle.
• Build and maintain strong relationships with customer stakeholders, including engagement at
senior levels where appropriate.
• Partner with Account Managers to identify service‑led opportunities for growth and support
value creation across the customer lifecycle.
• Lead service reviews and drive continuous improvement initiatives to enhance performance,
efficiency, and customer satisfaction.
• Ensure service delivery processes are followed consistently and support overall operational
quality and governance.
Required Experience / Qualifications
• Proven experience in Service Management or customer service delivery within
telecommunications, technology, or professional services environments.
• 3+ years of service delivery experience.
• 3+ years of experience in a Managed Service, Telecommunications, or ISP environment.
• Strong understanding of service level agreements and service performance management.
• Excellent customer‑facing communication skills with the ability to manage complex issues and
expectations.
• Ability to coordinate cross‑functional teams and manage multiple priorities simultaneously.
• Strong organisational skills and ability to manage competing demands effectively.
Desirable Experience / Qualifications
• ITIL qualification and familiarity with service management frameworks.
• Experience working with enterprise or multinational customers.
• Commercial awareness and experience supporting account growth or service‑led value
initiatives.
Hours/Travel/Shift:
Normal Office working hours. Remote with flexibility to travel as and when required for customer/team meetings.