London, KS UK
6d ago

Job Summary

Forming part of the global sales support team, the Sprint Service Manager (SM) is a critical function for large customer accounts and responsible for managing the customer service experience, to ensure it consistently meets their expectations and which provides exceptional levels of service.

The SM acts as a gateway between the customer and Sprint when situations or events enter the exception management category.

The SM will focus the activities of all required Sprint teams toward obtaining resolution and will represent the customer when interfacing with other Sprint departments.

  • Appointed for Key Priority Customers
  • Exceptional point of contact for Service Assurance i.e. managing trouble ticket escalation when standard escalation fails.
  • Provide consultation to the customer on network performance, technical matters and recommendations to improve customer satisfaction.
  • Compile and present Service Review Reports to the global / regional account teams and conduct service review meetings with regional / local customer if required.
  • Track performance of contractual commitments and Service Level Agreements (SLA's) in service review reports, detailing performance against agreed targets and thresholds e.
  • g. Service Availability, Time to Repair, Packet Loss etc.

  • Liaison with the local vendors / PTT / partners.
  • Act as an extension of the global sales support team to work with the regional / local customers’ requirements.
  • Conduct service presentation to customer during bid cycle, to highlight group support structure and responsibilities.
  • Basic Qualifications

  • Extensive experience in Service Management within the Telecommunications industry.
  • ITIL qualified, with knowledge of broader Service Management principles.
  • Preferred Qualifications

    With our unlimited capacity for innovation, Sprint is changing the game. We move fast, take action and are committed to winning as a team.

    We create technology that enhances people’s lives, connecting them to what matters most. We’re turning possibilities into a Brighter Future for All join us.

    Sprint is a background screening, drug screening, and E-Verify participating employer and considers qualified candidates with criminal histories consistent with applicable law.

    Equal Opportunity Employer / Disability / Protected Veterans.

    Metro Area

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