Service Manager

March 30, 2023
FR/NL + good EN
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Based in the center of Brussels, our client is a telecom and ICT services provider for the Region of Brussels. The organisation develops, delivers and manages services and regional projects for all its customers. As main asset, Our client owns more than 400km optical cables on the Region and has one of the biggest optical fiber footprints on this area. Connecting thousands of sites through different technologies, they offer many different services to its customers like Connectivity (IP VPN on an MPLS-based core network), Collaboration solutions (VoIP, mobile, convergence features…), Videoprotection, Videoconference,, managed services (LAN Management…) and so on.

The Service Manager has the overall responsibility for Quality of Service and Customer satisfaction for all implemented in the client company in-sourced and outsourced services and solutions on assigned customer(s). (measure service provided against defined Service Level Agreements)


• Minimum 5 years of experience in service management and/or customer relationship management preferably with in public sector

• Relevant experience in project management in ICT

• Commercial sense is part of your DNA o Passion for technology with good understanding of Telecom and Networking solutions, at ease with technical topics.

• Problem solving skills that require interdepartmental actions and coordination

• Being able to work in and lead teams.

• You work with specialists to define action plan and monitor the progress made accordingly to its plan, to guarantee service level agreements

• Analytical with financial insight, familiar with key financial ratios and business indicators.

• Excellent verbal and written communication skills, with a strong customer service focus.


• Together with the Account Manager, maintain the commercial relationship with our customers in order to identify new needs and avoid churn

• Manage with the highest professionalism in a very structured way crises in order to restore customer confidence with the client. Propose and execute Service Improvement plans.

• Interpret and present to the customers the reports on services/products.

• Give customer advice on optimizations of their internal working procedures in order to achieve an efficient and excellent collaboration in operational matters between the company and customers

• Develop and maintains knowledge of the products and services commercialized by the company in order to be capable to provide responses of the highest quality to customer questions. Initiate and monitor escalations related to incidents, SLA violation, billing issues and consolidates all answers in order to respond to customer complaints

• Analyse the troubleshooting, the usage and service reports with the customers, initiates and ensures the follow-up of the corrective actions

• Organize, prepare with all the stakeholders & leads internal and external review meetings to ensure customers follow-up within the organization

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