Client Service Manager

Summary

This role is the primary escalation and relationship management point for all regional client accounts within assigned projects. It ensures service continuity, customer satisfaction, and delivery excellence by aligning internal resources and resolving service-impacting incidents in a timely, efficient, and professional manner

Responsibilities

• Client Relationship & Service Management:

  • • Act as the primary point of escalation for client issues within assigned regional projects, ensuring resolution through proactive stakeholder engagement
  • • Maintain strong working relationships with customer stakeholders, promoting trust, responsiveness, and service transparency
  • • Lead regular service review meetings to discuss operational performance, SLA adherence, and improvement initiatives

• Incident and Request Management:

  • • Oversee the full lifecycle of customer incidents and service requests, ensuring they are logged, updated, and resolved within SLA timelines
  • • Escalate critical issues to internal departments and third parties, ensuring accountability and timely closure
  • • Ensure data accuracy and ticket hygiene across all platforms (e.g., ticketing systems, CMDB, and NMS)

• Service Delivery Oversight & Governance:

  • • Support the implementation and ongoing execution of the Managed Services Operational Governance Program, aligning service operations with contractual obligations, governance standards, and customer expectations
  • • Participate in operational governance forums and ensure accurate reporting of service metrics, issues, and risks
  • • Monitor and enforce adherence to governance processes, such as change control, incident reviews, and capacity planning sessions

• Performance Reporting & Insights:

  • • Generate structured performance reports highlighting SLA/KPI metrics, issue trends, root causes, and improvement actions
  • • Track service performance, customer satisfaction, and compliance metrics to identify areas for continuous improvement
  • • Maintain comprehensive and accurate service documentation and client data across all systems and shared platforms

• Team Leadership & Collaboration:

  • • Provide guidance to internal support teams, ensuring alignment with service expectations and governance frameworks
  • • Coordinate with NOC, Technical, Service Delivery, and Vendor Management teams to resolve complex operational issues
  • • Support onboarding, training, and mentoring of staff involved in service delivery functions

• Continuous Improvement & Service Innovation:

  • • Lead or support the execution of service improvement plans and corrective actions arising from incident reviews, customer feedback, and governance assessments
  • • Define, monitor, and refine service KPIs to ensure consistent delivery performance and alignment with strategic objectives
  • • Contribute to the development and implementation of service quality policies and customer experience enhancements

• Compliance & Administrative:

  • • Ensure all activities comply with Digicel’s standards for data privacy, confidentiality, and information security
  • • Support administrative activities, documentation audits, and reporting tasks to maintain governance and service integrity

Required Skills

• • Strong leadership and team coordination skills
• • Excellent judgment and critical reasoning ability
• • Clear and confident written and verbal communication
• • Ability to perform effectively under pressure
• • Consistently meets deadlines and manages competing priorities
• • Strong analytical and problem-solving capabilities
• • Highly organized with attention to detail
• • Self-motivated with a strong aptitude for continuous learning
• • Outstanding interpersonal and stakeholder management skills

Qualifications

• • 4 yrs minimum prior experience in a similar role
• • Bachelor’s degree or Diploma in Computer Science, Information Technology, or a related field
• • Industry certifications in IT/Telco domains (e.g., CompTIA, Cisco, Microsoft, etc.)
• • ITIL and ISO standards knowledge or certification (e.g., ITIL v4, ISO/IEC 20000)
• • Solid understanding of IT and telecommunications infrastructure and services
• • Strong competency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
• • Experience with KPI development, tracking, and performance reporting
• • Awareness of physical and digital security standards

Additional Information and Instructions

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may, and probably will be asked to perform other duties as required. Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions. Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date. With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out. Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

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