Service Management Advisor *German* (Temporary)
Date published: 2-Feb-2017
Service Management Advisor *German* (temporary)
Manager, Service Management Office
Provides one-stop-shop support to the customer and to Colt customer account teams for novated and contract managed data and voice services from customer quotation, ordering to invoicing
Increase customer satisfaction by taking full accountability and responsibility for non-technical end-to-end support for novated and contract managed data and voice services
Improve revenue recognition and cash payments by standardizing and regularizing customer invoicing
Support supplier contract/cost management and optimization of novated services, where the ownership of these services passes to Colt, to increase the profitability of novated services and wherever possible to help identify where novated services can be transformed to Colt direct services, to further reduce cost and improve margins
To support Colt Finance validation and approval of third party supplier invoices for novated and contract managed services
Help to ensure that Colt meets all customer requirements and obligations for third party novated and contract managed services by providing and taking full responsibility for all non-technical support from customer quotation, ordering to customer invoicing.
Third party services supplier invoicing
Change management (New, move, add, change, cease and renew)
Supplier contract/cost management and optimization
Role specific requirements
Skills & Experience
· MS office expertise, in particular Excel
· Understanding of Colt Data and Voice services
· Proven experience of administration, order processing & Service Delivery and customer support (Must have)
· Commercial and financial acumen
· Effective reporting and analytical skills
· Good communication and customer facing skills
· Tenacity and perseverance to own and see a task through from beginning to end
· Required knowledge of Colt internal systems: Siebel, Kenan, OHS and Xtrac
· Fluent in English language
· German language required
· ITIL foundation preferable
· Recognised as a source of expertise as well as mature skills in transactional end-to-end service support
· Degree level desirable
· Understanding of Colt Services.
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