Wavenet is hiring a Service Manager S1

Purpose of the role To provide a single point of communication and ownership to Customers and driving resolution across Service issues whilst providing a first-class customer service, identifying, and offering service improvement and the identification of revenue opportunities within the Customer base. An internally and externally facing role accountable for the effective management of assigned customers, whose primary focus is to build customer advocacy whilst ensuring that we deliver to contractual commitments. Management of customer expectations throughout the service lifecycle, being responsive, communicative, and innovative in our engagements with customers and working closely with internal stakeholders across Daisy to deliver a positive customer experience. What you will be doing Ownership of customers contract and obligations, identifying any gaps and risks within service and mitigating where required Manage regular and structured Service Review meetings with customers ensuring the appropriate preparation, data presentation and analysis, and action tracking. Management of customers, including preparing and delivering Service Management Reports, driving Continual Service Improvement Plans and Customer Satisfaction Act as an escalation point to both external and internal stakeholders related to customer service Work closely with Account Management to ensure a collaborative approach and drive strategic goals and opportunities for customers Reviewing the P&L for each customer to ensure profitability of the contract Adhere to strategic objectives and KPIs that support our growth and retention strategy, along with improving our customer experience Working with both internal and external stakeholders to support customer related activities Provision and management of Service Management related business reporting and forecasting for customers, for use within and outside of the function What success looks like in this role Customer Satisfaction – NPS Scores, Service Management Surveys Customer Retention Additional opportunities and revenue growth Profitable contract management including reduction in cost to serve. Adherence to SLA performance