Service Manager 80-100%

At Sunrise, we think bigger, go further and create new ideas. For us working culture means achieving great things together. It's where respect and innovative ideas combine with real teamwork - every voice counts, every perspective makes us stronger. Our passion spurs us on to try new things and grow continuously. Sound like you? Then join our success story.
 

The Service Manager has overall responsibility for the day-to-day delivery of the services according to the contractually agreed terms and service levels. In this capacity, he/she is "fronting" to delivery units of Sunrise towards the customer as the SPOC. He/she will display the highest level of customer service while developing lasting customer relationships.

YOUR CHALLENGE:

• Own and manage the day-to-day operational relationship with assigned enterprise B2B customers 
• Drive customer satisfaction and engagement, fostering long-term relationships and organic growth 
• Take full ownership of customer issues, ensuring timely resolution and high service quality 
• Define, implement, and continuously improve service procedures, policies, and standards (ITIL-based) 
• Monitor, analyze, and report on service performance, including full ownership of SLA reporting 
• Collaborate with cross-functional delivery units to ensure agreed service levels and customer commitments are met 
• Lead and drive Continuous Service Improvement (CSI) initiatives to enhance service quality and efficiency
   

YOUR SKILLS:

• Solid knowledge of the telecommunications and/or IT industry 
• Proven experience as a Customer Service Manager in a B2B environment, managing large enterprise accounts 
• Strong customer-facing skills with a clear "customer-first" mindset 
• Proactive, solution-oriented approach with strong troubleshooting and problem-solving abilities 
• Excellent multitasking and organizational skills, combined with strong networking capabilities 
• ITIL certification is an advantage 
• Excellent written and verbal communication skills in German and English; able to tailor communication from technical teams to C-level 

At Sunrise, you'll be working in a dynamic and multinational environment where every voice is heard, perspectives are shared and values are lived. Diversity isn't just a program for us, it's part of our DNA. By celebrating our differences, we achieve great things together.

Sunrise has partnered with «Advance - Gender Equality in Business». We've also been awarded the Swiss LGBTI label and «Fair-ON-Pay Advanced» certification as recognition for offering all our employees equal pay for work of equal value.

Ready to rise to the challenge? Then join the team and actively shape our future!

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