Customer Service Manager (m/w/d)

• Act as the primary customer contact for service-management matters across assigned German and international accounts.
• Build effective working relationships with customer stakeholders and Telco client delivery teams.
• Monitor service performance against contractual Service Level Agreements (SLAs), service objectives, and customer experience measures.
• Identify service risks, recurring issues, and emerging customer needs; coordinate appropriate action and keep stakeholders informed.
• Support major-incident communications and escalations in coordination with Incident Management and technical teams.

Service-level management and continual improvement

• Plan and lead regular Service Review Meetings; prepare agendas, performance materials, action logs, and meeting minutes.
• Produce or coordinate periodic service reports covering SLA performance, incidents, changes, risks, customer concerns, and improvement actions.
• Own the Service Improvement Plan (SIP), track actions to completion, and coordinate improvements arising from chronic incidents, root-cause analyses, and customer feedback.
• Review relevant internal root-cause analyses and coordinate clear, customer-ready summaries and follow-up actions.
• Manage non-commercial customer queries and escalations, including service-related billing queries; refer commercial matters to the Account Manager.
• Use service data and customer feedback to identify trends and recommend practical improvements.

Change and service documentation

• Communicate planned maintenance and customer-requested changes in line with agreed processes and customer communication requirements.
• Coordinate with the relevant teams to ensure billable changes are identified and routed through the appropriate commercial and operational processes.
• Ensure customer and service records are accurate across relevant systems and tools.
• Keep service documentation current following service changes, including Moves, Adds and Changes (MAC).
• Ensure approved, up-to-date documentation is stored in the designated Telco client repository, such as GCDR, in accordance with access and information-management requirements.

Commercial and business awareness

• Maintain awareness of the customer’s service costs, contractual scope, and service-management profitability.
• Identify opportunities to improve the customer relationship or extend services, and work with the Account Manager to develop them.
• Maintain sufficient knowledge of Telco client Business products and services to guide customers to appropriate internal experts.

• At least five years’ experience in a customer-facing service-management, service-delivery, or operations role in telecommunications, IT, or a related industry.
• Experience managing enterprise customer relationships and service performance against SLAs or similar operational commitments.
• Good understanding of IT and telecommunications services, such as networks, cloud or IT services, mobility, voice, or service integration.
• Basic network knowledge, including familiarity with LAN/WAN, IP addressing, routing, switching, connectivity, and common network incidents. The CSM should be able to understand service discussions and coordinate effectively with technical teams; advanced engineering expertise is not required.
• Strong communication, presentation, stakeholder-management, and organizational skills.
• Ability to manage escalations calmly, prioritize competing demands, and work effectively under pressure.
• Self-directed and proactive, with the ability to coordinate multiple teams and follow actions through to resolution.
• Professional proficiency in English.

Preferred

• Professional proficiency in German; specify the required level based on customer and team needs.
• ITIL certification or equivalent service-management training.
• Experience in IT operations and/or project management.
• Familiarity with contact-centre platforms such as NICE or Genesys.
• Relevant degree or equivalent professional experience.

Location and employment

This is a Germany-based role. Candidates must have the right to work in Germany.

Customer and service management