Service Manager – Global Infrastructure

Job title:

Service Manager – Global Infrastructure

Company

i3D.net

Job description

Your tasksi3D.net serves customers globally and as a service manager you will be responsible for the smooth operations of our service department for heightened level of customer satisfaction. You will work closely together with the customer success managers our server support team and our service delivery managers.ObjectivesOur customers depend on the quality of our services across the globe, and it is our mission to make sure our quality-of-service increases. To do as a Service Manager and as part of our customer success team you will engage with our customers to help them grow. You help develop and implement service strategies to meet customers’ needs and improve service quality. Additionally, by reporting on service metrics, analyzing customer feedback and addressing any gaps or areas for improvement you are a key player in our team and for growth. Apart from these operational tasks you can engage with our customers on a tactical and strategical level. You can represent the company during these meetings and therefore possess excellent communication skills. Secondly as our organisation evolves you can set out specific personal and professional objectives for yourself and for the customer team. We offer a lot of independencies when it comes to developing this role end position within our company.
The general objective is to improve service quality across the board. Together with the customer success manager you are one of the direct contacts for our customers.Preferably you have a commercial mindset with which you can identify opportunities with our customers.Daily Tasks

• Monitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.
• Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.
• Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solving.
• Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutions.

Your Responsibilities

• Monitor and analyze service metrics. KPI’s will include response times, resolution rate and customer satisfaction.
• Problem management and continuous improvement are cornerstones in the relation to our A++ customers.
• Collaborate with other units to investigate, develop, and implement strategies to improve customer satisfaction. The focus should be on increasing service efficiency.
• Prepare and present regular reports to customers and senior management on service performance, key metrics, and improvements.
• Proactively identify opportunities to improve the service to our customers through process enhancements. Also, recommendations on technologies to make processes more effective are expected in this role.
• Stay updated on industry trends, best practices in the service field.

Your profile

• A bachelor’s degree in administration, management, hospitality or a related field.
• 3+ years of experience in service management or a related role, with knowledge of service management principles, processes and best practices.
• Proficiency in customer relationship management tools and software for tracking and monitoring service performance.
• Experience in implementing service improvement initiatives and managing service quality standards.
• Familiarity with service management frameworks such as ITIL
• Language skills: English, French is a plus

A day at i3D.netAt i3d.net we value the fact that you combine work and healthy lifestyle. So today you start your day in our private gym with some healthy exercise. After that you will drop by the service desk to discuss recent developments in our infrastructure. Next you will engage with the customer success team and discuss which meetings we have that day and improvements and follow up with a meeting with process owners that are currently embedding ITIL in our organization. After a healthy lunch, your afternoon is spent with various meetings in which you discuss recent developments and requests from our customers.About usAt i3D.net, we provide world-class global coverage with one of the most interconnected networks in the world. Our solutions focus on low latency, zero packet loss, and unmatched scalability, enabling seamless experiences for millions of users worldwide. With dedicated support, bespoke solutions and cutting-edge technology, we deliver reliable, cost-efficient infrastructure that empowers game developers and businesses to scale effortlessly. Partnering with major names like Nvidia, DuckDuckGo, Discord, and Ubisoft, we are shaping the future of gaming and network technology.

Expected salary

Location

Quebec City, QC

Job date

Tue, 01 Apr 2025 22:27:48 GMT

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