Service Manager

Company description:

Digicel Group Limited

Job description:

Primary objective of the job: 

The Head of Service Management is responsible for leading the Service Management function to ensure high customer retention, service excellence, contract performance, and operational stability across the Business Solutions portfolio.

The role owns the “Retain” and “Manage” pillars of the Retain–Manage–Grow strategy and is accountable for customer experience, churn reduction, service delivery performance, and contract lifecycle governance. The Head of Service Management ensures that customers consistently receive reliable, high‑quality service while enabling the Sales organization to focus on revenue growth.

This role provides strategic leadership to Service Managers, sets service management standards, and ensures alignment between service operations, commercial objectives, and customer expectations.

Main Duties and Responsibilities:

Leadership & People Management

• Lead, coach, and develop the Service Management team to deliver high levels of customer satisfaction and performance
• Define clear objectives, KPIs, and performance expectations aligned to retention and service excellence
• Build a customer‑centric, proactive, and accountable service management culture
• Support professional development and capability building within the team

Customer Retention & Experience

• Own customer retention, churn reduction, and service experience KPIs across Business Solutions
• Establish and oversee retention frameworks, proactive risk management, and escalation practices
• Act as an executive escalation point for critical customer issues and high‑risk accounts
• Ensure consistent, high‑quality customer engagement across all managed accounts

Contract Lifecycle

• Oversee the contract lifecycle management framework, including renewals, and compliance
• Ensure Quarterly Contract Reviews (QCRs) are executed consistently, professionally, and on time
• Partner with Sales on contract strategy, pricing governance, and commercial risk management
• Ensure contractual obligations and SLAs are met across the portfolio

Service Delivery & Operational Excellence

• Ensure service delivery performance aligns with contractual commitments, SLAs, and customer expectations
• Oversee service issue management, escalation handling, and root‑cause analysis processes
• Drive continuous improvement initiatives focused on reliability, efficiency, and customer experience
• Collaborate with technical and operational teams to address systemic service challenges

Cross‑Functional Alignment

• Partner closely with the Sales Manager to ensure alignment between growth and retention strategies
• Enable effective handover and lifecycle management for newly acquired and expanded customers
• Represent customer experience and service impacts in leadership and strategy forums
• Provide structured feedback into product development and service design decisions

Reporting

• Provide regular reporting to the Director, Business Solutions on retention, churn, service performance, and customer risks
• Maintain oversight of service metrics, trends, and improvement initiatives
• Ensure compliance with internal policies, procedures, and regulatory obligations

Academic Qualifications and Experience Required:

• Minimum 7–10 years experience in service management, customer success, or operations within a B2B environment
• At least 3–5 years in a senior leadership or people‑management role
• Experience within telecommunications, ICT, or technology‑driven service environments is strongly preferred
• Degree in Business Management, Operations, IT, or a related discipline is desirable
• Strong understanding of service delivery models, SLA management, and contract governance

Functional Skills:

• Strong leadership and people‑management capabilities
• Strategic mindset with the ability to translate strategy into execution
• Deep customer‑centric and service excellence orientation
• Excellent problem‑solving and decision‑making abilities
• Strong stakeholder‑management and influencing skills at executive level
• Commercial awareness with the ability to balance customer needs and business objectives
• Data‑driven approach with strong analytical and reporting skills