Enable America Jobs

What’s The Role

Accountable for the customer’s continued service, support and governance of C&W Business high value customers. This includes responsibility to ensure that the end to end processes that support the C&W Business Strategic and Enterprise customers are working effectively. This role is crucial in building effective relationships with the C-level Enterprise customers (CEO’s, CIOs, CTO’s and COOs etc).

How you will add value

• Drive customer satisfaction, retention levels and ultimately, business continuity, by coordinating service related activities through effective and timely communication.

• Manage and be the single point of contact for all escalated service issues for the Strategic and Enterprise customers and driving KPI’s for customers services.

• Manage the resolution of incidents to ensure C&W delivers on SLA’s while maintaining a positive customer experience.

• Create, update and manage service database, thus ensuring the information (topologies, inventories, contacts, databases) availability to drive MTTR on customer’s services.

• Lead Service Performance Reviews and develop Service Improvement Plans monthly or Quarterly as necessary.

• Lead the creation of a Service Development Plan to seek revenue growth opportunities where appropriate

• Support the Enterprise bid management process ensuring project and service management is appropriately captured

• Support the product and service implementation projects for the Strategic and Enterprise customer including change orders / upgrades.

• Manage service related communication and build relationships with C-level Enterprise customers

• Manage the timely production of service related reports

• Actively participate in improving performance and development of team

• Support other specific projects as directed by HEAD of Regional Enterprise Service Management

• Strategic Skills: Anticipate future business opportunities or problems and address proactively with HEAD Regional Enterprise Service Management. In addition, likely incumbents must be able to articulate strong and clear positions based on their sound judgment and balance the short-and longer-term impacts. Communication with C-level Enterprise customers will be crucial.

• Driving Results: The successful candidates must have sound financial acumen and be able to translate the needs of the organization into actionable, quantitative projects that effectively guide the business towards this goal.

• Managing Performance: The successful candidates will mentor and guide an engaged and accountable service management as well as support component that delivers a consistently high standard of post sales, implementation and fault management.

• Tools for Success: The successful candidate will demonstrate that they can deliver with the appropriate use of tools and the ability to foster success within their working environment.

• Learning Agility: The successful candidate must demonstrate an ability to deal with a rapidly changing working environment, the ability to respond quickly and dynamically to changes in scope, timeframes or resources available to an account.

• Developing and Leveraging Relationships: The successful candidate will build and sustain excellent relationships at multiple levels internally and externally, with an emphasis on colleague engagement and teamwork.

• Conceptual Skills: The successful candidate must possess the ability to think “outside of the box” and maintain the businesses needs as a whole as a priority when outlining objectives and deliverables within any account.

Knowledge & Experience

• Minimally a first degree in Engineering, Business or Information Technology

• Formal certification in Project Management and ITIL Certification.

• Very strong working knowledge of Microsoft Project and Microsoft Office applications.

• Knowledge and ability to effectively use SCCD, Cerillion, Saleforce, Liberate Acut Care; SAP

• Preferably three (3) years experience in Programe/Service Delivery/Technical Support or related customer facing role in the Telecommunications or Information Technology Industry.

• Sole lead or project manager for projects over US$500k

• Detailed knowledge of products and solutions offered in the Telecommunications/IT industry

• High-level knowledge of the functions of key departments including Finance, IT, Network Engineering, Service Delivery and Legal

• Passion for service excellence/delivering an impeccable customer service experience

• Must be self-motivated, results oriented and possess the ability to solve problems in a timely and professional manner

• A flexible approach to business travel and working hours is required to support Strategic and Enterprise customers

• Excellent time management skills

• Excellent written and oral communication skills

• Excellent presentation skills

• Very strong team player

• Ability to motivate people to produce results and work within both a physical and/or virtual team environment across different cultural boundaries

• Awareness of changes within the service management profession

• Strong appreciation of the technical functions within C&W as well as of the cultural, social and political aspects within the Caribbean is desirable

• Sound judgment and decision making skills

• Good interpersonal skills

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why join us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

Knowledge & Experience

• Minimally a first degree in Engineering, Business or Information Technology

• Formal certification in Project Management and ITIL Certification.

• Very strong working knowledge of Microsoft Project and Microsoft Office applications.

• Knowledge and ability to effectively use SCCD, Cerillion, Saleforce, Liberate Acut Care; SAP

• Preferably three (3) years experience in Programe/Service Delivery/Technical Support or related customer facing role in the Telecommunications or Information Technology Industry.

• Sole lead or project manager for projects over US$500k

• Detailed knowledge of products and solutions offered in the Telecommunications/IT industry

• High-level knowledge of the functions of key departments including Finance, IT, Network Engineering, Service Delivery and Legal

• Passion for service excellence/delivering an impeccable customer service experience

• Must be self-motivated, results oriented and possess the ability to solve problems in a timely and professional manner

• A flexible approach to business travel and working hours is required to support Strategic and Enterprise customers

• Excellent time management skills

• Excellent written and oral communication skills

• Excellent presentation skills

• Very strong team player

• Ability to motivate people to produce results and work within both a physical and/or virtual team environment across different cultural boundaries

• Awareness of changes within the service management profession

• Strong appreciation of the technical functions within C&W as well as of the cultural, social and political aspects within the Caribbean is desirable

• Sound judgment and decision making skills

• Good interpersonal skills

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why join us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.

How you will add value

• Drive customer satisfaction, retention levels and ultimately, business continuity, by coordinating service related activities through effective and timely communication.

• Manage and be the single point of contact for all escalated service issues for the Strategic and Enterprise customers and driving KPI’s for customers services.

• Manage the resolution of incidents to ensure C&W delivers on SLA’s while maintaining a positive customer experience.

• Create, update and manage service database, thus ensuring the information (topologies, inventories, contacts, databases) availability to drive MTTR on customer’s services.

• Lead Service Performance Reviews and develop Service Improvement Plans monthly or Quarterly as necessary.

• Lead the creation of a Service Development Plan to seek revenue growth opportunities where appropriate

• Support the Enterprise bid management process ensuring project and service management is appropriately captured

• Support the product and service implementation projects for the Strategic and Enterprise customer including change orders / upgrades.

• Manage service related communication and build relationships with C-level Enterprise customers

• Manage the timely production of service related reports

• Actively participate in improving performance and development of team

• Support other specific projects as directed by HEAD of Regional Enterprise Service Management

• Strategic Skills: Anticipate future business opportunities or problems and address proactively with HEAD Regional Enterprise Service Management. In addition, likely incumbents must be able to articulate strong and clear positions based on their sound judgment and balance the short-and longer-term impacts. Communication with C-level Enterprise customers will be crucial.

• Driving Results: The successful candidates must have sound financial acumen and be able to translate the needs of the organization into actionable, quantitative projects that effectively guide the business towards this goal.

• Managing Performance: The successful candidates will mentor and guide an engaged and accountable service management as well as support component that delivers a consistently high standard of post sales, implementation and fault management.

• Tools for Success: The successful candidate will demonstrate that they can deliver with the appropriate use of tools and the ability to foster success within their working environment.

• Learning Agility: The successful candidate must demonstrate an ability to deal with a rapidly changing working environment, the ability to respond quickly and dynamically to changes in scope, timeframes or resources available to an account.

• Developing and Leveraging Relationships: The successful candidate will build and sustain excellent relationships at multiple levels internally and externally, with an emphasis on colleague engagement and teamwork.

• Conceptual Skills: The successful candidate must possess the ability to think “outside of the box” and maintain the businesses needs as a whole as a priority when outlining objectives and deliverables within any account.