Service & Contract Manager

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

**Service & Contract Management**
- Service Management ensures contractual obligations and customer expectations are respected._
- Builds customer intimacy by ensuring customer business is clearly understood. _
- Increases customer satisfaction, reduce churn and increases business opportunities._

**Role purpose**

**Service Management**
- Delivers a structured governance for the customer per the contractual engagement
- Ensures delivery of mainly transactional ICT Service Management activities contracted by the assigned customer portfolio underpinned by ITIL capabilities, specific tools and complementary resources from other areas and partners.
- Involved in transition of services
- Support revenue growth/renewals of assigned Accounts against existing inventory / contracts (transactional business).
- Liaises with direct sales to align with sales strategy
- Liaises with internal departments to solve commercial problems (e.g. T&C, contract clauses, pricing, billing)
- Complies to defined KPI / OLA’s and support decrease in complexity and increase in automation.
- Improves quality of order production to support “bill right first time” and “install right first time” in conjunction with the Sales Support colleagues.
- Supports Service Assurance by building a trustful internal relationship with Technical teams
- Leads initiatives to support CSI for Service & Contract Management community

**Contract**
- Revenue retention: Support for revenue retention of assigned customers, i.e. actively support all sales and S&CM roles to avoid churn.
- Revenue realization: Ensure a professional and high quality attitude to help producing “clean orders first time” to support fast delivery and accurate billing.
- Maintain the Contract Management tool on all essential data you need to know and share with the sales team.

**Relationship management**
- Accountable for customer experience. Assure customer loyalty and increase customer satisfaction (CSAT) and reference ability of assigned customer.
- Generate high customer loyalty by blending high CSAT, high customer touch, high insider customer knowledge

**Experience & Skils**
- 15 years of general working experience in ICT environment as Service Manager, Contract or Project Manager
- Excel experience in generating & analysing reports
- Proven experience and understanding of order & delivery management
- Basic understanding of contract management and governance models
- Knowledge of ITIL
- Customer, service and quality orientation
- Used to work in an international environment and matrix management of multidiscipline teams
- Adept at working in a fast moving and changing environment
- Self-motivated and flexible with a “can do” attitude
- Good verbal and written communication skills, ability to prepare and deliver professional presentations
- Proficient English skills
- Flexibility in working hours

**_ _**

**Key performance indicators (financial and non-financial)**
- Net Promoter Score (NPS)
- Bookings - Sales / Sales Assists & SM Funding
- Contract management (quality)
- Avoidable customer churn
- Personnal initiative to enhance process, systems or ressource knowledge

**What we offer**:
Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:

- Flexible working and relaxed dress code
- Two days annually to spend on volunteering opportunities
- Pension and insurance options
- Access to a virtual business school for on-going learning
- Business mentoring
- Discounts with local hospitality and retail providers