Service Manager – Business Solutions

About the role

The Service Manager will oversee the end‑to‑end service experience for Business Solutions customers. Acting as the primary liaison between clients and internal teams, the role ensures high satisfaction, smooth service delivery and operational excellence.

Key responsibilities

• Maintain a comprehensive portfolio of business clients, keeping contact details, services and profiles up to date.
• Monitor voice traffic patterns, detect anomalies and proactively engage customers to resolve potential issues.
• Serve as the main point of contact for service requests, incidents and escalations, tracking tickets to timely resolution and reporting status to management.
• Build and nurture strong relationships with clients, conduct courtesy calls and educate them on self‑service platforms and service features.
• Oversee contract administration, monitor expirations, coordinate renewals and identify upselling opportunities.
• Support retention initiatives, manage communications regarding outstanding balances and collaborate with finance on dunning activities.
• Achieve monthly corporate mobile sales targets by understanding customer needs and positioning relevant products.

Required profile

• Strong customer‑focused mindset with excellent communication and relationship‑building abilities.
• Proactive problem‑solver capable of managing multiple priorities and driving issues to closure.
• Experience in service delivery, ticket handling and contract management within a business‑to‑business environment.

Required skills