An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence!
Overview
Service Transition Coordinator - The STC will be accountable for the transition of internal & customer services including project creation, service provisioning and order management as well as quoting and circuit ordering with telecom carriers. As a STC at TNS, you will be responsible for ensuring that new and existing clients have a Fantastic on-boarding experience. Working side by side with the TNS technical teams, you will lead the service initiation, circuit provisioning, and installation within contracted SLAs. You will work closely with telecommunication providers, exchanges, hardware vendors, etc. to obtain best pricing and services and will be expected to manage the project orders up to functional deployment ensuring accountability and timely delivery. You will follow existing and established new processes and procedures, maintaining a customer service and operational mindset. Must be fluent in English and Chinese.Responsibilities
- Work closely with the client and internal team members to define the scope of the implementation project and deliverables and help set overall expectations to the client.
- Manage the implementation of assigned projects in accordance with service delivery guidelines and client contractual agreements.
- Interface with all relevant stakeholders on the projects assigned.
- Assign individual responsibilities, identifying appropriate resources needed and developing a schedule to ensure timely completion of project.
- Be a single point of contact for TNS customers and Sales during the service implementation and the client transition to TNS.
- Conduct implementation and project kick off meetings with the customer and internal teams.
- Ensure adherence to process standards.
- Maintain report and escalate onboarding projects assigned to you as needed to ensure internal and external customer teams are aware of status.
- Responsible for issue resolution or escalation in a timely manner.
- Perform various tasks related to the delivery of products and services to clients.
- Drive 3rd party vendors and internal teams to completion of service delivery deliverables.
- Define requirements for standard and custom reporting needs.
- Perform various tasks related to the delivery of products and services to clients.
- Perform other job-related functions as required in line with management directions
- Assist Snr PMs for documentation as direct by line management.
- Strong organizational, verbal and written communication skills
- Self-motivated and ability to exercise independent judgment
- Must be fluent in English and Chinese.
Qualifications
- Knowledge of Microsoft Office applications including Word, Excel, PowerPoint, Project, Lucidchart, Remedy, Salesforce, SharePoint
- Ability to establish and maintain effective working relationships with others and be a team player
- Ability to provide project leadership, coordination, guidance and drive issue resolution
- Quick thinking and able to work in a fast paced and dynamic environment
- Ability to respond to frequent pressure to meet deadlines
- Ability to respond to frequent demands of multiple customers (internal and external)
- Able to deliver succinct and fact-based communications, both verbally and in writing
- Able to successfully interface and establish rapport with clients (internal and external)
- Able to use formal project management skills in planning, tracking, and reporting on project progress
- Ability to manage multiple projects at the same time
- Knowledge of datacenters, IT products like servers/routers/switches/firewalls, etc., telecom carrier processes, ordering tools, and technologies used for circuit provisioning and quoting would be an advantage
- Must be available to work core UK office hours, Monday through Friday, from 1100hrs to 2000hrs Malaysia Time with the flexibility to work outside of core hours (including weekends) where required.
Optional Desired Qualifications:
- Project Management Professional Certification or Equivalent Certification
Education and Certifications:
- Bachelor’s degree and experience in direct customer service or account management
- ITIL Foundations Certification
- Must be fluent in English and Chinese.
If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!
TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.
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