Technical Service Manager Milano

Technical Service Manager
Milano
Lombardia, Milano

Role Purpose**:

**Key accountabilities and decision ownership**:

- Manage a portfolio of customer both for technical (troubleshooting of complex issues, provide support to other teams on technical issues etc) and managerial aspects (participate in customer-facing meetings, maintain close relationship with customers etc)

- Collaborating with Delivery teams, define a framework to safely onboard both third parties and Vodafone' products subscribed by the customers.

- Collaborating with Operations and Help desk structures in managing customer service, incident management granting continuous improvement of the quality of the services.

- Control constantly KPIs in order to guaranty the respect of contractual conditions in term of SLA and performance.

- Organize and follow Technical service review with customers assigned.

- Collaborating with Key Account managers in finding out customer needs and upselling opportunity.

**Core competencies, knowledge and experience**:

- Specific Competence in networking element and Protocol and at least 5 years expertise in mpls environment.

- Specific competence in cyber security standards and platform.

- knowledge of network automation scripting.

- Flexible and open-mind attitude toward innovative services and new technologies.

**Must have technical / professional qualifications**:

- Must have technical / professional qualifications:

- Proven experience in Networking and consistent seniority level in order to manage autonomously the main stakeholders Customers.

- Strong knowledge of networking elements and protocols with focus on MPLS, Voice scenario, SDWan.

- Basic Knowledge of housing/hosting technologies

- Academic Background: Engineering Degree

**Key performance indicators**:

- He/she will be responsible for Customer NPS