Service Manager

We are the leading communication solutions provider enabling operators and digital players worldwide to perform and transform. We have become the first independent international communications specialist, ranking as the third largest global wholesale voice operator and a Top 3 Mobile Signaling & Data solutions vendor. iBASIS offers a full portfolio of innovative mobile data, messaging and roaming solutions in the fastest-growing segments of global telecommunications - IP and mobile, with 700+ connected destinations. Goal is to be in the global top-3 of IPX players, driven by the growth in LTE roaming. We provide end-to-end Global Access for Things™ connectivity solution; simplifying IoT device connection through one unified platform for seamless, remote, programmable, and secure communication.WHY US:Since the integration of the Altice Europe N.V. international voice carrier business in France, Portugal, and the Dominican Republic, iBASIS serves 1,000+ customers, across 18 offices worldwide. This gives an inspiring international working environment with interesting colleagues from different cultural backgrounds who live and work around the globe. In our company you will have the opportunity to work in a start-up environment with unique, easy to sell, innovative products, within a performance driven, respectful and a can-do atmosphere. Earning well in a responsible job, with room to grow and to develop within our organization. ABOUT THE ROLE:This role is for a customer-focused, adaptable team player dedicated to delivering first-class support to our global customer base. You'll be the primary technical liaison, bridging the gap between assigned accounts and various iBasis Operations teams, covering international voice, mobile signaling and data, and mobile value-added services. Your focus will be on ensuring seamless communication and problem resolution.RESPONSIBILITIES:Act as the primary technical point of contact and trusted partner for assigned customers, representing iBasis and understanding their needs to advocate internally.Maintain and regularly update customer contact information for seamless communication.Manage and facilitate all aspects of customer incidents, including internal and external escalations, ensuring timely resolution.Lead coordination and communication during service outages and other critical events, playing a pivotal role in minimizing customer impact.Collaborate in the production of RCAs and RFOs following critical incidents.Orchestrate internal iBasis teams (e.g., Engineering, Commercial, Operations) to swiftly resolve service-impacting events and minimize disruption for customers.Serve as a crucial liaison between iBasis Business departments and Operations, ensuring aligned efforts.Contribute to enhancing network and service monitoring capabilities and optimizing process design.Conduct regular meetings with customers to discuss ongoing support, gauge satisfaction, and manage expectations regarding SLAs and service delivery.Partner with the iBasis NOC to address customer concerns related to service performance, incident management, and communication.Support Account Managers by identifying and leveraging synergistic opportunities.Collaborate closely with the iBasis Quality team to ensure high-quality support for your customers.YOU’LL BRING:Bachelor's degree or equivalent practical experience.5+ years of experience in the telecommunications industry.Proven expertise in escalation, KPI, and incident management, along with direct customer-facing support.Availability to manage customer escalations outside of standard business hours.Exceptional communication and presentation skills, with the ability to articulate complex information effectively across all organizational levels and teams.Proficiency in English and Dutch for daily work.Ability to excel in a fast-paced environment and quickly grasp complex technical issues.Experience with process improvement methodologies/frameworks such as ITIL, eTOM, or Six Sigma.Analytics experience preferred, specifically with Business Objects.Strong business understanding and a drive to link operational excellence with commercial successOutstanding process, problem-solving, and analytical skills.Able to collaborate effectively with cross-functional teams across multiple time zones.Demonstrated ability to manage time efficiently and maintain a healthy work-life balance in a non-traditional work schedule.