Telecom Service Manager - VOIP - USA

  • 1501 Woodfield Rd, Schaumburg, IL 60173, USA
  • Full-time

Company Description

Arkadin is focused on bringing businesses into the future by delivering Cloud Communication services
that drive productivity and provide a seamless end user experience. More than technology alone, we understand that it’s people working with people that actually creates positive change. Whether its delivering a large event, making video systems interoperate, or enabling global Cloud voice, we look after every aspect of the project and we take the hassle out of user adoption.

At Arkadin, we have successfully transformed our own business by putting our people at the heart of our
communications: We work with all our customers to help them do the same, to create a Digital Workplace that will thrive because it is designed around the people who will enjoy it. This digital workplace delivers
many benefits: improved business workflows, new and better working habits and being able to deliver an enhanced customer experience.

Present in 33 countries and part of NTT Communications, we have been changing the way businesses communicate for fifteen years. We continue to learn from our base of 50,000 clients: Many business challenges are similar, but every business demands unique attention.

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Job Description

Primary interface between Service Delivery and managed service customers and Partners.  Represents service performance to customers/Partners through service review meetings and service performance reports.

Collate, measuring and improving customer satisfaction.

Represents Major Incident Reports to the customer, contributes to Incident and Problem escalation management.

Instigates, coordinates and owns Service Improvement Plans.

Participation in Change Management process.

Identification and progression of service improvement and additional service opportunities, in conjunction with Technical and Commercial account management functions.

Participates in service transition activities during new customer service take-on

Supports supplier management for underpinning contracts.

Support to the information security function, including the integration of information security requirements into the service management framework, and the managerial control and feedback that the requirements are being met

Service Design activity:

·         Feedback on Service Design outputs that result from new or changed services.

Service Transition activity:

·         Change Management and Evaluation

·         Knowledge Management

·         Release and Deployment Management (including commissioning, decommissioning, and end-of-life and end-of-service management).

Service Operations activity:

·         Interaction with the Service Desk and Technical management functions.

Continual Service Improvement Programme activity:

·         CSI opportunity identification, including those that stem from Service Improvement Plans

·         Advise CSI of Service Improvement Plans and other service performance concerns to allow CSI to identify trends and opportunities for ASM-level improvement

Other duties as directed by your manager from time to time



Excellent customer relationship and time management skills.

Proactive approach to issues and relationship management.

Able to elevate the conversation and relationship to focus on big picture of service not minutiae.

Able to work independently or as part of a team.

Demonstrable commitment to the Applicable Values and to realising Applicable’s vision

Demonstrable service culture focus

Creative and with the courage to act with integrity

Ability to prepare quality written correspondence, and internal and external-facing documentation

Excellent external-facing and presentation skills

Previous experience in IT managed service provision.

Sound decision making; ability to make commercial and operational assessment.


Thorough knowledge of the UC and messaging market for messaging and managed services.

Evidence of certifications relevant to chosen market.

Additional Information

All your information will be kept confidential according to EEO guidelines.