1. 1
Manager ‐ Managed Services Assurance ‐ Service Management
Roles & Responsibilities

2. 2
Roles & Responsibilities 1/3:
•Create and maintain a repository of customer services.
•Create network diagrams for global and local circuits.
Service Portfolio
Management
•Governing the ticket life cycle.
•Commit to service restoration SLA’s.
•Implementing workaround solutions for quick service restoration.
Incident Management
•Establish and refine OLA’s/SLA’s.
•Analyze SLA and highlight risks and gaps.
Service Level Management
•Monthly Service Review meetings with customers.
•Maintain a healthy relationship with strategic customers.
•Provide periodic service performance reports.
Business Relationship
Management
•Coordinate with internal & external stakeholders.
•Assessment of change proposal and scheduling a change.
Change Management
•Perform service audits on customer service portfolio.
•Highlight any revenue leakage and take measures to protect revenue.
•Handle billing disputes, by investigating the root cause.
Financial Management

3. 3
Roles & Responsibilities 2/3:
• Monitor link utilization, highlighting requirement or demand for capacity
adjustment.
• Capacity forecast to avoid service impact and ensure continuity.
Capacity Management
• Lead, manage and monitor the operational engagement for partners.
• Review contracts and assess gaps for existing partners SLA’s.
• Arrange Monthly operational service review with partners.
Partner Management
•Governing work orders life cycle (New, Modification and delete).
•Work closely with internal stakeholders to prepare standard and
complex solutions.
Fulfillment Management
• Identify any potential risks pertaining services that may impact service
continuity.
• Implement effective risk mitigation actions.
Service Availability
Management
•Taking proactive and reactive measures maintain customer satisfaction.Churn Management
• Collaborate with sales to reduce barriers and spot new business
opportunities.
• Opening new leads with customers to support revenue growth.
Create Business
Opportunities

4. 4
Roles & Responsibilities 3/3:
•Develop detailed governing processes and Standard Operating
Procedures (SOP’s).
Developing Processes
SOPs
•Create, design and lead a comprehensive SIP with partners or customers
•Identify Gaps, develop and impelement tactical or strategic Service
Improvement Plans (SIPs).
Developing Service
Improvement Plans
•Leading a team of service managers to promote service excellence.
•Perform oversight for team performance thereby minimizing escalations.
•Direct & develop the team to ensure being equipped to conduct the job.
Leading a Team of Service
Managers
•Maintain and improve Customer Satisfaction score measured through
CSAT report.
Customer Satisfaction
Survey (CSAT)
•Arrange knowledge sharing session for all service Managers.
Knowledge Sharing
Sessions

5. Interaction with
other Functions