Regional Service Manager, EMEA

Lokalizacja: Gdańsk

Wyzwania przed Tobą:

The successful candidate will become a member of the Service management EMEA regional team. 

The candidate will be primarily responsible for ensuring an excellent network solution and experience for customers within EMEA, including UK and Ireland. 

The current team consist of 4 RS Managers spread across EMEA (1 in Poland, 1 in UAE, 1 in South Africa
and 1 in Switzerland) and a team leader located in Switzerland.


  • Act as a regional escalation point regarding network vendors for key stakeholders and internal teams for service assurance and delivery issues
  • Act as a regional escalation point for networking/telecom issues on Delivery Direct
  • Where requested, attend Management Team Meetings calls for major and business critical network outages in region, to ensure network vendor has appropriate level of escalation, urgency, and responsiveness to address the issue
  • Coordinate regional complex problem resolution and recommend solutions for the EMEA region, consulting with global or other regions where appropriate in order to ensure global alignment
  • Responsible for owning and reporting Global Service Forum service impacting issues, including incident details, root cause analysis and remedial actions for last mile and network access issues
  • Responsible for all follow-up problem management work and remedial actions to prevent recurrence of service issue, specific to region
  • Attend and share the chair of the regular EMEA Service Review with communications partners. Ensure SLAs are met and raise actions regarding specific orders or more general regional service concerns
  • Attend regular service reviews with key vendors, for example last mile and carrier hotel vendors, to review performance against SLA. Raise and track issues with vendor overall performance
  • Monitor service trends to identify areas needing improvement
  • Act as the focal point for EMEA Service Management, ensuring the department is portrayed in a professional and cooperative light at all times
  • Work in close partnership with other service management and operate teams to ensure global governance is adhered to, and processes are aligned to global models
  • Responsible for initiating and owning region specific Service Improvement Programs and activities, either internally across departments or externally with vendors
  • Establish regular and consistent SLA reporting for regional vendors
  • Document and share escalation matrices and operational support material for regional vendors
  • Establish and attend regular SLA review meetings with regional vendors and key stakeholders
  • Last mile capacity management
  • Ensure annual targets are met
  • Attend regular forums with other regional Service Managers to report progress and address concerns
  • Work with telecommunications vendors and partners to realize other joint initiatives which mutually benefit all parties

Oczekiwane umiejętności:

  • Comfortable to be involved in discussions related to the telecommunication industry
  • Have good knowledge with regards to the operation of a network including knowledge of the different segment of a network used for the delivery of a service (Point Of Presence, multiplexer, last mile, core, LAN, WAN, cabinets, racks etc…)
  • Fluent in English and Polish as a minimum and ideally fluent in any other language used in EMEA
  • 1-2 years experience doing vendor management
  • 5+ years in an IT Operations or equivalent environment
  • ITIL qualifications will be an advantage

Korzyści dla Ciebie:

  • Attractive salary adequate to the skills and experience
  • The chance to co-create innovative projects for leaders in the telecommunication, insurance, banking/finance and other sectors
  • Possibility to develop by switching between preferred projects, technologies and sectors
  • Private health care, Multisport package and group insurance
  • Lots of memorable integration parties for you and your family
  • Relocation packages available for those who decide to move and work with us
  • Stable employment in the Best Place to Work in IT in Poland!

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