BICS is connecting the world by creating reliable and secure mobile experiences anytime, anywhere. We are a leading international communications enabler, one of the key global voice carriers and the leading provider of mobile data services worldwide.
Our solutions are essential for supporting the modern lifestyle of today’s device-hungry consumer – from global mobile connectivity, seamless roaming experiences, fraud prevention and authentication, to global messaging and the Internet of Things.
Headquarters in Brussels with a strong presence in Africa, Americas, Asia, Europe and Middle East. We have regional offices in Bern, Madrid, Dubai, New York, San Francisco and Singapore, a satellite office in Beijing and local representation in Accra, Miami, Montevideo, Nairobi and Toronto.
Pioneering into the future of Next Generation communications. We have achieved a series of World’s Firsts successes with the launch of the first LTE Roaming relation or the first VoLTE International call between Europe and Asia, to name a few.
With a diverse and multicultural team of about 600 employees, we continuously strive to provide customers with the highest level of quality, reliability and interoperability, enabling them to maximize their end-user value.
Task Description
For its offices in Dubai, BICS is looking for a Service Manager:
- You are the dedicated Service Manager to a selection of key customers for all their BICS’ International Telecom Services such as Voice, Cloud, Roaming and Messaging. You are their main after sales contact point for all service issues which do not fit in the day-to-day provisioning or repair procedures or where these day-to-day provisioning or repair procedures don’t meet the customers’ expectations
- You establish a long-term partner management relation of trust with your counterpart in the customer’s organisation. Based on the individual needs and attention points of the customer, each partner management relation results in a tailor-made operational interface
- You create and deliver customized monthly reports, you organize periodical Service Review Meetings, f2f or via conference calls, to discuss those reports with the customer and negotiate possible corrective actions. You create and deliver the ‘Minutes of Meeting’ with all discussed agenda points and keep an up-to-date action point list per customer
- You act as a SPOC for the customer in case of incidents or escalations. You provide and present major event analysis, corrective action plans, RFO (Reason for Outage) statements and RCA (Root Cause Analysis) reports to the customer
- You advise customers with regards to after-sales support for potential improvements on processes, tools, reporting. You deliver additional info on new services/products with a focus on service delivery. Together with your colleagues, Account Manager and Service delivery manager, you act as one team towards the customers, and you establish a strong knowledge sharing relation with the customers
- You share the customer’s experience on BICS’ operational processes with your colleagues within BICS, and if relevant based on this feedback promote process improvements
- You create and maintain operational manuals with key customers where service delivery processes, service assurance processes, planned work processes, contact and escalation matrixes, product description, etc. are documented
Your Profile
- You have a large experience in the International Wholesale Telecom business with a strong technical focus
A similar experience as a Service Manager or Partner Manager is an asset.
- You have a strong knowledge in the mobile telecommunication industry
- You have a good technical knowledge in the domain of Voice Transit, Voice Value Added Services, Cloud Communication,.
- You are a good communicator, with analytical and synthetical skills
- You are flexible, accountable, and willing to travel
- You are customer focused and have an empathetic mind. You can deal with the occasional Crisis Management
- You communicate in English at a fluent level, both in writing and orally
#LI-Hybrid
What’s in it for you?
International environment. You will be part of an international diverse team and you will have the opportunity to make a global impact.
Great company culture. You will be working in a dynamic working environment, driven by 3 core values: Think Forward, Strive for Leadership, and Achieve Together. We look after the well-being of our employees and organize internal events such as happy hours, sports and relaxation activities, parties, etc.
Career development. From development plans, to trainings and internal mobility, we are committed to ensuring you have the knowledge, skills, and opportunities to maximize your potential.
Benefits. We offer an attractive salary package including:
A competitive base salary, short-term incentives and housing allowance
Comprehensive insurances including hospitalization insurance, outpatient care insurance and travel insurance, fully funded by BICS
Reimbursement of parking costs
A telco pack at home including internet allowance and a mobile phone
Many other benefits such as home leave for yourself and your family members, 22 vacation days, homeworking possibilities, fitness subscription
https://proximus.csod.com/ux/ats/careersite/11/home/requisition/12616?c=proximus
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