Service Manager

About GTT:

GTT is a leading networking and security as a service provider for multinational organizations, simply and securely connecting people and machines to data and applications – anywhere in the world. We serve thousands of organizations, bringing together the right people, partners and technology to reduce the burden on IT teams and solve the most pressing networking and security challenges. Built on our top-ranked global Tier 1 network, GTT Envision is a single global technology platform to connect, orchestrate, virtualize and automate enterprise networks, enabling customers with consumable solutions to achieve business missions and meet ongoing demand when, where and how needed.

Our portfolio includes SASE, SD-WAN, security, internet, voice and other connectivity options, complemented by a suite of professional services and exceptional sales and support teams in local markets around the globe. We partner with our customers to deliver Greater Technology Together. For more information, please visit

The Service Manager is accountable for the overall management of the end-to-end customer experience to ensure it continually meets the Customer’s expectations, and which provides levels of service which differentiate GTT from our competition. Acting as the customer champion within GTT, the Service Manager ensures that the customer’s service requirements and business priorities are fully understood and addressed by the relevant internal teams, whilst also ensuring all activities undertaken are in the best interests of the Company.

The Service Manager is accountable for managing the levels of service provided to their designated customers and for optimizing the value of our relationships with them on both a strategic and operational level.

• Engage the relevant operational teams required to deliver the necessary improvements and ensure buy in or support is achieved.
• Track and ensure that contractual commitments and service levels are being met using Service Reports detailing performance against the targets and thresholds set out in the customer’s Service Level Agreements (SLAs), e.g., Time to install, Service Availability, Time to Repair, Packet Loss etc. Any failures should have a Service Improvement Plan developed and implemented to address recurring issues.
• Ensure customer communication is always maintained.
• Handle customer complaints with the appropriate parties to resolve the situation without further escalating issues.
• Proactive analysis and trending of statistical data and performance reporting to identify recurrent problems and potential capacity and performance issues.
• Identify opportunities to upsell and develop solutions with the Account Manager and ensure continued ownership through the sales cycle-process.
• Act as the customers’ advocate ensuring that their business requirements and service expectations are understood by the relevant operational and support teams.
• Ability to align with (senior) management level of the customers. Develop management relationships with key customers to ensure GTT is seen as a partner and positive contributor to plans and business issues, driving senior level strategic reviews with the customer as required.
• Work with peer level Service Desk Managers in central operations to ensure effective teamwork between region and centre, appropriate focus on the key costumers, alignment of priorities and shared knowledge.
• A confident communicator and presenter who can demonstrate close attention to detail.
• Track and manage the customer experience throughout the customer lifecycle and in line with agreed timescales, e.g., time to provide a quote, delivering a service, repairing a failure, ensuring accurate invoicing/cash collection and cessation of services.

• Educated to degree level.
• Extensive experience in Service Management and being part of a professional services practice.
• ITIL qualified, with knowledge of broader Service Management approaches such as SIAM, VeriSM and Agile SM.
• Strong understanding of sales, commercial & product aspects and bringing the best combined solutions to meet the customer…