Service Manager

About the role

The Service Manager will act as the primary liaison between Business Solutions customers and internal teams, ensuring a seamless service experience. This role combines client relationship management, ticket and escalation handling, contract administration, and revenue‑driven initiatives to maintain high satisfaction and operational excellence.

Key responsibilities

• Maintain a shared portfolio of business clients, keeping contact details, service information, and flagged accounts up to date.
• Monitor voice traffic patterns, identify declines or anomalies, and proactively engage customers to resolve potential issues.
• Serve as the main point of contact for service requests, incidents, and escalations, tracking ticket resolution and providing weekly status reports.
• Build strong relationships with Business Solutions clients, conduct courtesy calls, and educate them on self‑service platforms and service features.
• Oversee contract timelines, coordinate renewals, identify upselling opportunities, and support retention initiatives.
• Achieve monthly corporate mobile sales targets by understanding customer needs and positioning relevant products.

Required profile

• Reports to the Head of Business Solutions and operates as an Individual Contributor.
• Demonstrated ability to manage client portfolios and handle escalations.
• Experience in meeting sales targets within a service‑oriented environment.

Required skills

What we offer

• Opportunity to influence service delivery for a diverse business client base.
• Collaborative environment with cross‑functional teams.
• Potential for career growth in service management and sales.