Service & Contract Manager

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure. 

Function: Sales, Marketing and Customer Success

Reporting: Manager, Customer Management

Location: Brussels, Belgium

Role purpose

Colt’s Service Management team is here to make sure that our customers have a consistently great experience when working with Colt. Acting as the link between the Customer’s business and Colt’s, we will agree how we work together; we will ensure that the customer understands how our business works and how (and when) we will deliver for the customer.

We will always keep the customer up to date on how we are performing; we will drive Colt to ensure that the customer never gets less than they expect and we will work with the customer to improve our service and find ways to use our services to improve their business.

Key accountabilities

• To provide support to designated Customer accounts (Gold &Platinum packages) and take responsibly for their service experience.
• Deliver On-boarding workshops for new customers, to include training and support on Colt’s tools and processes.
• Produce and maintain Customer Handbooks for designated accounts.
• Produce monthly Performance Reports for designated customers including enhanced reporting (capacity, planned works, delivery pipeline) where purchased by the customer.
• Conduct monthly Service Reviews with designated customers.
• Ensure agreed level of service is adhered to and take proactive action to address service failures and identify and drive remedial actions.
• Develop and manage Continual Service Improvement Plans for all designated customers to address service issues; eliminate recurrence of Incidents and improve customer experience and, on an annual basis, provide suggestions for technical and financial optimisation of services based on operational data, technological innovation and changes in the market.
• Provide proactive support with Customer escalations where normal operational processes are failing.
• Manage customer contracts to ensure that pricing, SLA and commercial terms are maintained annually and ensure that both Colt and the customer are being managed in line with contractual commitments with particular focus on charging for change and minimising credits and churn.
• Provide monthly management reporting (Customer Dashboard) in prescribed format along with additional ad hoc reporting, including input to Executive Briefings in advance of customer meetings.
• Build multi-level relationships within Customer organisations actively targeting relevant contacts to promote and further Colt’s relationship.
• Contribute to Account Development Plans and Customer Engagement plans.
• Subject matter expert on Customers’ business needs and service requirements from Colt.

Key performance indicators (financial and non-financial)

• Customer Satisfaction: Net Promoter Score (NPS)

• Financial & Commercial: Service Management Cost Coverage, Sales Assists, Churn Management

• Operational Excellence: Customer Documentation, Service Playbook, Deputy & Cover Plan Document Awareness

• Personal Initative: Make an active contribution to a team-wide initiative

Role specific requirements / Skills & Experience

• A minimum of 5-7 years experience gained in complex technology organisations
• Calming demeanor, able to take the lead in stressful situations and inspire trust and confidence from both customers and colleagues within Colt
• Comfortable dealing with financially related tasks
• Understanding of contract management and governance models
• Knowledge of ITIL
• Experience in “selling Service” and contribution to RFPs and pitches
• Customer, service and quality orientation
• Used to working in an international environment and matrix management of multi-discipline teams
• Adept at working in a fast moving and changing environment
• Self-motivated and flexible with a “can do” attitude
• Excellent verbal and written communication skills, ability to prepare and deliver professional presentations
• Must be able to write and speak in fluent English, Dutch and French
• Flexibility in travel and working hours

What we offer

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. 

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:

• Flexible working and relaxed dress code

• Two days annually to spend on volunteering opportunities

• Pension and insurance options

• Access to a virtual business school for on-going learning

• Business mentoring