Service Management Advisor *German* (Temporary)

Ref#: 181607

Date published: 2-Feb-2017


Role title:

Service Management Advisor *German* (temporary)

Colt Level:

PT1

Function:

CCEO

Reports to:

Manager, Service Management Office

Location:

Barcelona, Spain

 

Role purpose

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.

 

Key accountabilities

Customer invoicing

  • Ensure correct, accurate and timely customer invoicing, including the calculation and application of any agreed novation/contract management fees
  • Ensure customer invoicing matches the service inventory
  • To be the main point of contact for all invoicing queries from the customer and from the Colt customer account team
  • Support all activities to ensure on-time customer invoice payment and to help progress actions to resolve/close customer late payments

 Third party services supplier invoicing    

  • Ensure that supplier invoices are correct and match the service inventory
  • Ensure that incorrect supplier invoicing is challenged, disputed and corrected with the supplier
  • Confirm supplier payment authorization to Colt Finance via Colt internal systems

Change management (New, move, add, change, cease and renew)   

  • Manage all customer requests for new, modified and ceased novated and contract managed services.
  • Quotation calculation, price negotiation and coordination with internal/external suppliers for delivery of the ordered service
  • Interface directly with the customer, third party suppliers and internally, as required, for all requests
  • Ensure that all requests are processed in a timely and accurate manner, taking into account the application of applicable novation/contract management fees
  • Place all orders with third party suppliers and successfully manage from order to delivery in the shortest possible time
  • Manage, own and deal with all customer and internal queries related to requests

 Supplier contract/cost management and optimization

  • Working with guidance from Allianz Service Management team to ensure that all novated contracts are captured in a central repository and that contract summaries are available to capture key contract information, terms and conditions
  • Work with Allianz Service Management to identify and put in place supplier cost optimization activities and where possible, transformation action plans, to replace novated/contract managed services with more profitable Colt direct services
  • Working with Allianz Service Management to ensure that supplier relationships are being managed and regular supplier reviews are taking place

 Service reporting    

  • Produce daily, weekly and monthly  customer facing and internal reports to provide an up to date status of revenue and inventory for  novated and contract managed services
  • Regular update of the installed base and inventory management systems
  • Generates service reports or similar data for customers on request
  • Internal and External SLA Report creation and analysis

 Non-Technical activities    

  • Management of internal mailbox and ticket queues
  • Log and resolve all kinds of non-technical  issues (Billing, Disputes, Customer Data & Planned Works)
  • Provide support for online tools including resolving access issues, troubleshooting and general guidance
  • Effective internal and external communication for Planned Work (Maintenance) enquiries
  • Leads coordination with internal teams to process SLA compensation credits

 

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

·          

Qualifications

·         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.

Behaviours

 Example Behaviours :

http://coltdiscover/LandDPortal/Shared%20Documents/Colt%20Academy/Leadership_Zone/colt%20values%20framework/2016/Example%20Behaviours.pdf

 

Others

  •  List any special requirements, benefits, schedule etc
  • Be aware of colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate.

 

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