1. Job Description - Service Manager
Location: Plano, Texas (travel is required)
Job Type: Full-time employee
Experience: Mid-Senior level (3+ to 5 years)
Education level: Bachelor’s Degree
Industries: Mobile, Information Technology and Services, Computer Software
Job Description
Spring Wireless is looking for a Service Manager professional to represent us in front of our
customers for all matters related our end-to-end mobile solutions and services during their
operational lifecycle. A highly self motivated, customer service enthusiast, fluent in SLAs
management and their concepts and with outstanding communication skills is the desired profile.
Main Duties and Responsibilities
• Manage end-to-end mobile solution operations lifecycle;
• Lead and motivate our service teams towards the best performance for our customer
operations;
• Represent our “face to the customer” in charge of the main communication flows with the
customer;
• Monitor the service level being provided to the customer, being ready to influence the
daily operation so necessary results are achieved;
• Oversee the overall performance of all service teams that interface with the customer
operation, being able to influence and direct their work towards customer satisfaction;
• Gather constant customer feedback and monitor the level of satisfaction making sure
customer perceptions are well aligned with our own;
• Look for continuous ways of improving the overall operation, by recommending,
negotiating and implementing the necessary action plans;
• Articulate all the change initiatives, by actively participating on the planning and
deployment during all change processes;
• Identify new business opportunities to our company leveraging our long term strategy
with our customers;
• Monitor and control the financial events associated with the overall operation;
Experience
• 3 to 5 years of experience working with large customer accounts as a service manager or
related function, specifically supporting software deployment operations;
• Experience in customer relationship management and service level (SLAs) management;
• Good level of experience handling incident, problem, change and release management
processes for software application;
• General comprehension around overall technologies associated with software application
lifecycle (networks, databases, infrastructure and software development methodologies);
• Familiarity with incident management tools and service/help desk operations;
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2. Required Skills
• Excellent customer service skills
• Team oriented
• Oral and written communication and presentations
• Able to understand and motivate people towards common aims
• Negotiation
Education
BS in Computer Engineering or related area
Certifications
An ITIL Expert, Service Manager or Intermediate Certification is preferred; however, candidates
with an ITIL Foundation Certification and significant ITIL implementation experience will also be
considered
Languages
• Native English Speaker equivalence required
• Spanish or Portuguese are desired
Additional Information
• Local candidates only, no relocation (Dallas/Fort Worth Area)
• ~50% US Travel Expected
• Manager and/or Customer references might be required
Company Description
With more than 500 employees in 13 offices worldwide, 450+blue chip clients, 300,000+ mobile
users in over 30 countries, Spring Wireless is the fastest growing company in the mobile business
solution segment. Venture backed by NEA and Goldman Sachs combined with continued
enterprise wins provides Spring Wireless with the foundation for sustained growth & success.
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