Service Manager

Job Title: Service Manager Location: Paris

About the Role

The Service Manager is responsible for overseeing the end‑to‑end customer service experience, ensuring service delivery consistently meets contractual commitments and customer expectations. Acting as the primary point of accountability, this role balances operational performance with strategic relationship management to differentiate GTT through service excellence. You will partner closely with customers and internal stakeholders to proactively identify service risks, resolve issues, and drive continuous improvement, supporting both day‑to‑day service delivery and longer‑term account value.

Key Responsibilities

• Own and manage the overall service experience for assigned customers, ensuring alignment with SLAs and contractual commitments.
• Monitor service performance through regular reporting, analysing trends and implementing Service Improvement Plans where required.
• Act as the primary escalation point for service issues, ensuring customer concerns are managed, communicated, and resolved effectively.
• Coordinate internal operational teams to deliver service improvements and ensure shared ownership of customer outcomes.
• Maintain proactive and transparent communication with customers throughout the service lifecycle.
• Build strong working relationships with customer stakeholders, including alignment at senior management level where appropriate.
• Partner with Account Managers to identify service‑led opportunities for growth and support value creation across the customer lifecycle.
• Drive service reviews and continuous improvement initiatives to enhance performance, efficiency, and customer satisfaction.

What We’re Looking For

• Essential experience: Proven experience in Service Management or customer service delivery within a telecommunications, technology or professional services environment.
• Strong understanding of Service Level Agreements (SLAs) and service performance management.
• Excellent customer‑facing communication skills, with the ability to manage complex issues and expectations.
• Ability to coordinate cross‑functional teams and manage multiple priorities simultaneously.
• Nice to Have: ITIL qualification and familiarity with broader service management frameworks.
• Experience working with enterprise or multinational customers.
• Commercial awareness and experience supporting account growth or service‑led value initiatives.

Hours/Travel/Shift

Normal Office Hours. Flexibility to travel as and when required for customer/team meetings.