PLOT NO II F/1, BLOCK II F, RA, Kolkata, India
The Service Management Advisor assists in the delivery of customers services, ensuring that contracted services are properly delivered from a technical perspective and are meeting all operational requirements.
1. Assists in the service delivery activities to ensure milestones and dates are achieved against agreed time quality and cost objectives.
2. Contributes to activties in operations working with individuals who are a key customer contact point, ensuring an effective end-to-end service relationship during service lifecycles.
3. Collates information and recommendations in order to support service review meetings and joint escalation calls with suppliers and support groups.
4. Supports the implementation of resolution plans for incidents and problems according to pre-specified SLAs (service level agreement).
5. Assists in measures to resolve customer complaints, as well as business process improvements in defects, releases, and customers' orders.
6. Gathers and presents data and insights regarding the performance of different suppliers and support groups, and adherence to the contract.
7. Assists with performance evaluation and reporting processes, and the identification of customer ticket trends in order to understand the customer's pain points, supporting in the delivery of actions to improve customer satisfaction.
8. Works from existing procedures and analysis of routine information to solve standard problems and enhance operational efficiency.
9. Contributes to processes aligned with the group including change management, service governance and assurance, risk and data management.
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
BT is one of the world’s leading communications services companies, serving the needs of customers in the UK and in more than 170 countries worldwide. Our main activities are the provision of fixed-line services, broadband, mobile and TV products and... Read More