<div class="show-more-less-html__markup show-more-less-html__markup--clamp-after-5 relative overflow-hidden"> <p>Title – Customer Service Manager (PM)</p><p>Location –Schwarzheide Germany</p><p>C1 level German mandatory</p><p><br/></p><p><br/></p><p>Roles &amp; Responsibilities</p><p><br/></p><p>• Previous Experience</p><p>• 5+ years of experience in customer service management environment, with a focus on LAN, WAN, WLAN and Unified Communication services.</p><p>• Prior Knowledge and Skills</p><p>• Strong understanding of networking technologies (TCP/IP, routing, switching, LAN/WAN configurations) and Unified Communication platforms</p><p>• Experience with ITIL processes and service level management (SLAs).</p><p>• Business level English is MUST requirements wherever the location is. Additional language is a plus.</p><p>• Tasks</p><p>• Mandatory Tasks</p><p>• The candidate will work in a process aligned organisation, in one or more of the following skill pools: WAN, LAN, UC, Remote Access and in one or more of the following processes (according to the ITIL standard): Capacity, Change, Configuration (including development of standards), Inventory or Problem Management (including Event Management and Root Cause Analysis).</p><p>• Candidate needs to be a third-line expert in at least two of the above technologies and have a good understanding of the others.</p><p>• Has the ability to document and execute of one or more small-scale projects, actively participating in all phases of the project. Identifies, assesses and manages risks to the success of the project.</p><p>• Effectively estimates costs, timescales and resource requirements for the successful delivery of the project(s) to an agreed scope.</p><p>• Ensures that realistic project and quality plans are prepared and maintained and tracks all activities against the plan, providing regular and accurate reports to senior IS management, and client management as appropriate.</p><p>• Monitors costs, timescales and resources used and take action where these deviate from agreed tolerances. Ensures that delivered systems are implemented within these criteria.</p><p>• Manages the change control procedure gaining agreement for revisions to the project(s) from project sponsors</p><p>• The candidate might be consigned to perform out of hour changes</p><p>• Knowledge and Skills</p><p>• Behavioural Skills</p><p>• Excellent communication, interpersonal, and conflict resolution skills.</p><p>• Ability to lead and motivate a team in a technical customer service environment.</p><p>• Structured Approach</p><p>• Adheres to standards and works in a structured way, enabling cross-boundary teamwork. Takes the lead in documenting work and sharing of knowledge. Has actively put into practice the ITIL standards or similar, for process aligned IT delivery organisations.</p><p>• Customer Focus</p><p>• Ability to see his/her own area of expertise fit in with other parts of the organisation to provide a service to the customer. Ability to understand broadly the customer’s business and the impact degradation or loss of service would have for him.</p><p>• Team-working</p><p>• Excellent troubleshooting and problem-solving skills, with the ability to simplify complex technical issues for customers.</p><p>• Familiarity with CRM systems, ticketing tools, and network monitoring platforms.</p><p>• Ability to lead and motivate a team in a technical customer service environment.</p><p>• Technical Knowledge and Skills</p><p>• Proficient in Telecommunications Protocols</p><p>• Strong understanding of networking technologies (TCP/IP, routing, switching, LAN/WAN configurations) and Unified Communication platforms</p><p>• Technical certifications and/working experiences in Cisco environment and Cloud Services is a plus</p><p><br/></p><p><br/></p><p><br/></p> </div>