Service Excellence Manager for Telia

MultiMind Bemanning AB offers staffing and recruitment services. Our niche is to supply staff with language skills and international experience within Logistics, Accounting/Finance, Marketing, HR and IT.

MultiMind is searching for a Service Excellence Manager for Telia within Division X. This position is full time and will ideally start 1 Sep as a consultancy opportunity.

 

About the role As Telia is expanding, new requirements, tools and processes needs to be developed to meet the future. By driving automation and RPA, we can evolve to be able to handle increasing volumes. At the same time, there is a constant inflow of new services that need to have a minimum level of process and overhead while the service is tested and verified, before it is brought into a more automated level of operations. 

As a Service Excellence Manager you will be part of the Service Operations team. Working together with other Service Excellence Managers and Service Assurance teams, your goal will be to ensure and drive an excellent standard way of working throughout the Service Assurance Processes. Your main responsibility will be to develop and improve the processes and ways of working, in the customer support processes as well as for the incident processes, securing that customers requirements on availability, competence and response/resolution speed is met.  From time to time you might be expected to participate in ongoing customer escalations and problem cases as needed.

  Your profile Division X is fast paced division with lots of entrepreneurs and driven people who loves creating and finding new business. You enjoy working with people with this mindset and you have a knack for translating their ideas into sustainable ways of working.

 

Experience of process development including tools and way of working
Experience from a service management, customer solutions or service support position in an industry with high demands on availability and reliability, be it within telecom or similar industries targeting the Enterprise market
Experience working with external partners or providers, ensuring they understand and perform to our customers' expectations
Relevant university degree
Excellent English skills
 

Personal Attributes Attention to detail
A team player
Able to balance customer focus with internal process and audit regulations
A coordinator and shaper, capable of aligning different needs and translating between business and technology, with the ability to steer towards a good compromise between many different views
Not afraid to speak up if you see potential errors, mistakes or improvement opportunities
 

Employees at MultiMind are entitled to: Employment terms according to the collective agreement in terms of salary, vacation, statutory pension contribution, sick-leave entitlements, parental leave, and overtime compensation. 
A dedicated Staffing & Recruitment Manager that continuously monitor your career development and ensures good work conditions.
Participate in fun activities and events.
Generous preventive health care through a beneficial discount on a gym membership
 

Interested? If you are up for the challenge and reckon that this position fits your profile, we would like to hear from you. Apply today, as we are reviewing applications ongoingly and the position might be filled before the application deadline.