Service Manager

Colt Technology Services

Date: Nov 25, 2022
City: New York, NY
Contract type: Full time
Colt Technology Services

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.

Role Profile

Role title:

Senior Service & Contract Manager

Colt Level:



Customer Experience, Service Management

Reports to:

Country Manager


United States

Role purpose

Colt’s Service Management team is here to make sure that our customers have a consistently great experience when working with Colt.

Acting as the link between the Customer’s business and Colt’s, we will agree how we work together; we will ensure that the customer understands how our business works and how (and when) we will deliver for the customer.

We will always keep the customer up to date on how we are performing; we will drive Colt to ensure that the customer never gets less than they expect and we will work with the customer to improve our service and find ways to use our services to improve their business.

Key accountabilities

To provide support to designated Customer accounts (Platinum & Dedicated packages) and take responsibly for their service experience

Deliver On-boarding workshops for new customers, to include training and support on Colt’s tools and processes and ensure alignment between Colt and Customer processes

Produce and maintain Relationship Agreements for designated accounts

Produce monthly Performance Reports for designated customers including enhanced reporting (capacity, planned works, delivery pipeline)

Conduct monthly Service Reviews with designated customers

Ensure agreed level of service is adhered to and take pre-emptive action to prevent service failures and drive remedial actions where failures do occur

Develop and manage Continual Service Improvement Plans for all designated customers to instigate pre-emptiness measures to prevent service issues; eliminate recurrence of Incidents and improve customer experience and, on a quarterly basis, provide suggestions for technical and financial optimisation of services based on operational data, technological innovation and changes in the market

Provide support for previously agreed changes and co-ordinate and manage small projects, as well as proactive management of planned maintenance work, ensuring alignement with customer change windows, where possible

Provide pre-emptive support for Customer escalations to prevent normal operational processes from failing

Manage customer contracts to ensure that pricing, SLA and commercial terms are maintained annually and ensure that both Colt and the customer are being managed in line with contractual commitments with particular focus on charging for change and minimising credits and churn

Provide monthly management reporting (Customer Dashboard) in prescribed format along with additional ad hoc reporting, including input to Executive Briefings in advance of customer meetings

Build multi-level relationships within Customer organisations actively targeting relevant contacts to promote and further Colt’s relationship

Contribute to Account Development Plans and Customer Engagement plans

Subject matter expert on Customers’ business needs and service requirements from Colt

Use customer insight to drive Colt-wide service improvements, influencing at VP and C-level to drive business change

Expert in customer sector, e.g. Media, Capital Markets, Retail etc. Able to use expertise to influence Colt’s service strategy. Also able to mentor more junior members of the team

Role profile

‘Wow’ our customers - Deep customer engagement and long term relationships, focuses teams on outstanding service

  • Stays close to customers – understands plans aspirations, pain points.

  • Invests in longer-term customer relationships.

  • Uses competitor and market intelligence.

  • Focuses teams on outstanding service and profit.

Smash our goals - Optimistic, positive, winning mentality. Translates strategy into plans – makes it happen.

  • Winning mentality - optimistic, positive and resilient.

  • Takes ownership, operates as if running own business.

  • Translates strategy into clear, meaningful goals, plans and priorities.

  • Highly proactive – ups the pace, delivers big wins.

Act commercial - Makes significant business decisions that create substantial value.

  • Significantly impacts revenue, costs, ROI etc.

  • Makes confident business decisions.

  • Takes pragmatic risks.

  • Prioritises initiatives that create value.

  • Resourceful – does more with less.

Lead the way - Makes vision and strategy ‘real’ for people. Invests in development and careers.

  • Makes vision and strategy ‘real’ and inspiring.

  • Empowers teams and holds them to account.

  • Invests in coaching, development and careers.

  • Tackles performance issues, handles tough conversations with skill.

Win together - Initiates and collaborates on cross-functional agendas. Influences at senior levels.

  • Influences credibly up to ELT level.

  • Initiates cross functional collaboration.

  • Culturally aware and organisationally sensitive.

  • Networks within and outside Colt.

  • Balances own agenda with the wider interest

Shake things up - Leads, manages and embeds change. Constantly adapts own skills, portfolio and team

  • Leads, embraces management skills – people, plans, processes.

  • Constantly adapts own skills, tasks, portfolio and team.

  • Challenges self and teams to operate outside their comfort zone.

Think BIG - Contributes actively to local strategy, abreast of external and global issues.

  • Finger on the pulse – spots key market and competitor issues.

  • Anticipates beyond the annual business cycle.

  • Makes proactive contributions to local strategy.

  • Global perspective – looks outside own area or specialism

  • Applies and embeds change.

Key performance indicators (financial and non-financial)

Customer Satisfaction

  • Net Promoter Score (NPS)

Financial & Commercial

  • Service Management Cost Coverage

  • Sales Assists

  • Churn Management

Operational Excellence

  • Customer Documentation

  • Service Playbook

  • Deputy & Cover Plan Document Awareness

Lead function-wide initiative to deliver significant improvement for Colt

Role specific requirements

Skills & Experience

  • At least 10 years experience gained in complex technology organisation

  • Calming demeanor, able to take the lead in stressful situations and inspire trust and confidence from both customers and colleagues within Colt

  • Prior experience designing, implementing and optimising ITIL conformant service models

  • Experience in “selling Service” and contribution to RFPs and pitches

  • Strong commercial skills and production of financial reports

  • Detailed understanding of contract management and governance models

  • Customer, service and quality orientation, comfortable operating at all levels of customer and Colt organisations (including to C-level)

  • Skilled negotiator with prior experience of negotiating complex contracts and managing to contract

  • Used to working in an international environment and matrix management of multi-discipline teams

  • Demonstrable experience of driving sustainable business change

  • Adept at working in a fast moving and changing environment

  • Self-motivated and flexible with a “can do” attitude

  • Excellent verbal and written communication skills, ability to prepare and deliver professional presentations

  • Must be able to write and speak fluent English

  • Flexibility in travel and working hours

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

We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace

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