The Client Service Management Team Manager plays a critical role in leading the Client Service Managers (CSMs) to ensure customer satisfaction and service excellence. This role is responsible for overseeing the team’s activities, managing high-level escalations, ensuring SLA compliance, and driving continuous service improvement.

The manager works closely with B2B customers, including MVNOs and IoT companies (automotive, industrial IoT, etc.), ensuring seamless service delivery while collaborating with various internal teams, such as Support, Marketing, and Sales.

A key aspect of this role is the prioritization of activities and effective workflow management to optimize team efficiency and service quality.

Team Leadership, Coaching & Performance Management

• Lead, mentor, and develop a team of Client Service Managers (CSMs) to achieve high standards of service.
• Prioritize activities and manage workflows to ensure optimal resource allocation and efficiency.
• Provide coaching and guidance to team members to enhance their skills and professional growth.
• Define and monitor team and individual objectives, ensuring alignment with overall business priorities and integrating them into employee performance evaluations.
• Drive a customer-centric culture within the team, ensuring proactive and effective service management.
• Manage recruitment and workforce planning, ensuring the team has the necessary skills and capacity to meet business needs.

Customer Relationship & Escalation Management

• Act as the main escalation point for critical customer issues and internal escalations.
• Ensure the team effectively manages and responds to customer escalations.
• Conduct regular executive-level business and operational reviews with key customers.
• Be the ‘Voice of the Customer’ (VoC) within the organization, advocating for customer needs and ensuring continuous service improvements.

Service & Incident Management Oversight

• Oversee incident, problem, and change management processes managed by CSMs. Ensure that Incident Managers and Problem Managers respond effectively to customer needs and CSM requirements.
• Ensure efficient handling of service disruptions and effective customer communication.

SLA Compliance, Reporting & Documentation

• Ensure the team monitors and reports on service performance against contractual SLAs, including penalties where applicable.
• Establish and improve reporting frameworks for internal and customer-facing performance reviews.
• Ensure proper documentation of incidents, service reviews, and improvement plans.
• Identify risks to SLA breaches and implement preventive measures.
• Track and analyze CSAT (Customer Satisfaction) scores to assess service performance and drive enhancements.

Continuous Improvement & Change Management

• Lead workgroups/taskforces to analyze service issues, identify root causes, and develop action plans.
• Drive continuous service improvement initiatives by identifying opportunities for optimization and efficiency.
• Promote a culture of proactive change management within the team and across departments.
• Define and execute action plans to enhance service quality and customer satisfaction.

Internal Collaboration & Cross-functional Interactions

• Work closely with the Marketing Product team to ensure customer needs and market expectations are well-integrated into service offerings.
• Collaborate with Sales teams to provide insights on service performance and support business development efforts, including participation in RFPs, RFQs, and RFIs.
• Interact with various Support teams (technical experts and managers) to ensure efficient issue resolution and continuous improvement.
• Engage with top management to report on key customer insights, service trends, and strategic initiatives.
• Collaborate with the HR team on employee career progression, training plans, and professional development, workforce planning, and employee career development

• 10+ years in customer service, service management, or account management in the telecom or IT industry, with at least 5 years in a leadership role.
• Good understanding of telecom services (voice, data, SMS), provisioning BSS, IT, fleet management.
• Experience with IT Service Management (ITSM) tools such as ServiceNow, JIRA, or equivalent.
• Proven ability to lead, motivate, and develop a high-performing service management team.
• Strong ability to mentor and support employees in their professional growth.
• Ability to drive service excellence and implement continuous improvement strategies.
• Ability to define action plans, identify improvement opportunities, and promote change effectively.
• Strong problem-solving skills with the ability to make informed decisions independently.
• Ability to structure reports, track KPIs, and document processes efficiently.
• Excellent interpersonal, negotiation, and relationship-building skills.
• Ability to analyze data, identify trends, and drive actionable insights.
• Strong ability to manage competing priorities and structure team workflows effectively.
• Experience in hiring, onboarding, and managing team workload distribution.
• Strong ability to summarize complex issues and make them understandable for various stakeholders.
• Ability to represent customer concerns internally and drive service enhancements.
• Experience in tracking and analyzing customer satisfaction scores to ensure service excellence.
• Fluent in English and French.