Customer Service Manager

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Some highlights

• You will be working for our international Security Operations Center
• The opportunity to gain cutting edge certifications and trainings
• A fulfulling and dynamic environment where knowledge transfer is crucial and sense of efforts recognized
• Building a safer digital society

Working as a Customer Service Manager

You have a passion about IT and a broad view on today’s IT world, which is certainly not limited to IT security alone. Rigorous and ambitious, you will have strong abilities to work in a team, to report and to work under pressure, have good communication skills, is customer oriented and flexible, able to accommodate both Projects and Support activities.

• To have overall responsibility for Quality of Service and Customer satisfaction for all implemented Orange Cyberdefense in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements)
• To be the customer’s primary point of contact within Orange Cyberdefense, for all Service related issues, with the exception of Incident Management, where the CSM in case of major incidents could act as a secondary escalation point (The Support Desk will be the primary escalation point).
• To proactively identify existing customer needs, and opportunities to grow the customer relationship with Orange Cyberdefense. Work with the account team to up-sell Service Management and/or other Orange Cyberdefense products and services.
• To maintain adequate knowledge of Orange Cyberdefense solutions and services Service Level Management
• Prepare & manage Service Review Meetings with the customer on a regular basis and issues minutes. Meetings are held on both a monthly and annual basis. Within time and budget constraints, the meeting should be held in person at the customer site. Service Improvement (including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis).
• Availability Management: CSM informs the customer in advance of any scheduled maintenance initiated by Orange Cyberdefense which impacts the customer.
• Change Management: the CSM handles communication through the customer, change coordination, reporting and billing towards customers.
• Configuration Management: CSM ensures that data integrity issues concerning customer information in all systems/tools are corrected. If error is found, CSM should open a Help Desk ticket for correction. He provides the customer with up-to-date documentation (including the Customer Operations Guide) which takes into account changes to a Customer’s solution due to organic growth and Moves, Adds & Changes. At a minimum, the 5+ required documents should be posted: Customer Operations Guide (COG), Service Level Agreement (SLA), Topology Diagram, Customer account contacts list, CSA Business Continuity Plan (if CSA is assigned)

What we expect of you

• Educated to degree level (Business or Science Degree) or through equivalent experience
• ITIL certification is highly appreciated
• Customer Service and Project Management experience
• At least 2 -3 years of work experiencein customer-facing organizations within the telecom or IT industry
• Virtual team management experience
• Good level of practiced technical knowledge
• Fluent in Dutch/English or French/English
• Good knowledge of Network, IT Services, Mobility, Voice and/or integration solutions and technologies
• Good communication, negotiation, presentation and organization skills
• Can work independently, shows initiative and proactivity
• Can work well under pressure and can handle escalations calmly and competently

What you can expect of us

Be taken care of

We offer you 32 vacation days, meal vouchers, eco-cheques, hospitalization and group insurance and a company car. So you do not have to worry about a thing!

Never stop learning

We want to be the best in what we do and therefore we provide training and learning opportunities for every employee so you continuously enrich your skills.

Transparancy

Communication is key! So we organize company and team meetings on a regular base so everyone is informed properly.

Do what you love

Enjoy flexbility with offices in Brussels/Antwerp/Ghent/Rotselaar & Nivelles, a variety of events, sport at work and lots of activities. We spend more time at work then we do at home, that is why it is important that everyone feels at home.

And we make sure you do!

Snack to your heart’s desire

At Orange Cyberdefense we keep it healthy. So, you can enjoy an assortment of fresh fruit and healty snacks. For those with an occasionally suger dip, there are sweet snacks available.

Reputable brand

You will join an internationally, growing company with over 25 years experience in the industry. This makes us experts in what we do. We have an international presence and yet local teams to assist our customers.

The good life ...