Director, Service Assurance

November 15

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GTT

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Ethernet • IP Transit • Wide-Area-Network Solutions • Managed Security Services • Cloud Networking Solutions

1001 - 5000 employees

📡 Telecommunications

🔐 Security

💰 $175M Post-IPO Equity on 2018-03

Description

• Responsibility, accountability, and ownership for Service Assurance across all product portfolios aligned to the defined organization/customer structure • Maintaining customer services throughout the life cycle of the service. • Working 24*7 to support the global platforms and customers in Europe, North America, and Asia. • Interacts with enterprise operations, network management, problem Management, Service Management, Supplier management, commercial, service delivery and sales teams to develop a Customer Experience program that will improve Customer Satisfaction across Service Assurance. • Review, identify, and implement engagement methods that drive enhanced customer interaction. • Conduct thorough root cause analyses to prevent recurring issues. • Implement long-term solutions to address underlying problems and enhance service reliability. • Create a Service Assurance model focused on outstanding customer service rather than technology, understanding the commercial impact of the strategy. • Build, manage and mentor teams with metrics and forecasts. • Promote cooperation & participation across organizational structure, building productive cross-departmental business relationships, both locally and across multiple countries. • Collect and analyze customer feedback to understand their needs and pain points. • Use feedback to drive continuous improvement initiatives and enhance service quality. • Leverage advanced monitoring tools, analytics, and automation to enhance service assurance capabilities. • Implement a one-touch resolution model for high-impact and urgent services. • Ensure processes and working practices are in place with GTT Operations Centers and Service Management functions to enable effective resolution of customer outages. • Participate in the on-call management rotation at the M3 level. • Ensure appropriate escalations to Engineering and external suppliers when internal and customer SLAs are not met, with proper processes and documentation. • Ensure effective systems support efficient use of resources during the Service Assurance life cycle. • Develop and provide comprehensive KPI and metric reporting to assess the effectiveness of the assurance process and the service provided to customers. • Represent Service Assurance management at senior customer levels in pre-sales, in-life support, and post-sales situations. • Develop, maintain, and improve process frameworks that impact the customer experience.

Requirements

• 5-10-years’ experience in the Telecom industry with 5 years of senior management experience • 5 years of experience working with an international customer base and personnel • Demonstrated ability to build a positive Customer Experience • Demonstrated ability to work under extreme pressure in crisis situations, at all hours, and make own decisions instantly, and/or escalate as appropriate. • Proven senior level customer liaison skills, including handling negative customer situations/escalations • Demonstrated ability to visualize what might be, considering alternatives and engaging in “what if” thinking – this particularly applies to new products as well as industry-level comparisons. • Experience in adapting to new technology and concepts, able to change direction quickly • Demonstrated ability to use metrics to tell the story, understanding and reacting by identifying ways to improve • Proven ability to use sound judgment in prioritization, accepting responsibility for decisions and results • Direct experience in Service Delivery and/or Assurance • Proven knowledge of process and automation in delivery and operational environment • Proven track record of influencing positive change in Service Delivery and Support organizations via continual process improvement • Working knowledge of ITIL • Experience with running Customer Satisfaction Surveys including service improvement programs • Experience with cost management responsibility • Solid understanding of Microsoft products including Excel/Word/Power-point