Service Manager - UK

Juniper Services teams are passionate about enabling positive experience. Helping customers get the very best from our products. Partnering to ensure success for all!

As a Service Manager you will be the single point of contact for all service-related matters. A key member of the account while acting as a trusted advisor to the customer and advocate inside of Juniper. Working closely with delivery & sales colleagues such as our technical assistance centre, contracts, logistics, sales, and engineering teams. Trusted to lead. Reactively solving customer issues and proactively identifying and mitigating risks.

Service Managers can chat with technical people and translate the same at an executive level, synchronising and improving understanding. They are detectives, tenacious, professional, and driven to reach the core of a problem. Is this you?

A Day in the Life of Service Management:

Working with a team of professionals to own customer engagement and experience with a focus on success, you will:

Serve as lead in coordination & communication between the customer, sales, services & engineering teams. Build and maintain positive & respectful relationships. Construct clear plans of action and drive clear demarcation of ownership and accountability. Reliably and clearly communicate at all levels, from field engineers through to back-office technical staff and C level executives. Provide concise & informative weekly reporting that summarises the key developments. With both succinct executive summaries and in-depth technical detail. Demonstrating progress, ownership & next steps for each account. Build and update reports for monthly and quarterly operational business reviews. Analyse trends for further discussion, define actions to address issues & concerns. Think proactively, analyse data and prep teams early in the engagement before reactive support is required! Mindful of how the application of Juniper Networks Support Automation tools may provide value. Think innovatively, strive to improve, and evolve the services we provide to our customers and partners. Internally - be a key contributor to initiatives that improve processes and tools that we use in the delivery of our services. Develop technical and marketing knowledge of Juniper product lines. Not just what a product does, but the value it provides to our customer and their business success. Become intimately familiar with the account strategy. Participate in customer network planning review meetings. Flagging opportunities to upsell services and products back to the sales account team.

Requirements for the role:

Successful candidates will be required to use their own initiative and be motivated to drive their own activity, whilst being fully supported by the team.  You’ll benefit from being inquisitive with a both the desire and ability to learn, and the capacity to grow.  It’s essential that you have a good working understanding of both MS Excel (pivot tables, analytics & data mining) and MS PowerPoint.  Ideally, you’ll will have a background in driving customer success. A tried ability to prioritise issues, while considering both the customer’s and Juniper’s requirements. Excellent verbal and written communication are essential, as are your interpersonal skills, and you’ll be able to demonstrate your experience in supporting cross-functional organisations. The successful candidate will have previously worked in a similar role or, has a keen interest in the Service Management function It’s expected that candidates will have a College / University degree or equivalent experience. It will help if you are technically savvy with a deep understanding of Customer Support environments and able to deftly navigate and communicate at this level.

This role reports to the Customer Service Lead, UK&I Delivery.

The successful candidate will demonstrate and be a role model for the values of the "Juniper Way" - Be Bold, Build Trust, Deliver Excellence.

Juniper Networks is an equal opportunity employer. We value diversity. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, disability or veteran status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform important job functions, and receive other benefits and privileges of employment. Please contact us for more information.

Relocation is not available for this position