Transatel is a leading Mobile Virtual Network Operators (MVNO) enabler and a global cellular IoT connectivity solutions provider. This role connects the world beyond borders.
Context
The Client Service Management Team Manager leads the Client Service Managers (CSMs) to ensure customer satisfaction and service excellence. The role oversees team activities, manages high‑level escalations, ensures SLA compliance, and drives continuous service improvement.
Your mission
Team Leadership, Coaching & Performance Management

Lead, mentor and develop a team of CSMs to achieve high service standards.
Prioritise activities and manage workflows to optimise resource allocation and efficiency.
Provide coaching and guidance to enhance team skills and professional growth.
Define and monitor team and individual objectives, aligning them with business priorities and integrating them into performance reviews.
Drive a customer‑centric culture, ensuring proactive and effective service management.
Manage recruitment and workforce planning to meet business needs.

Customer Relationship & Escalation Management

Act as the main escalation point for critical customer issues.
Ensure the team effectively manages and responds to customer escalations.
Conduct regular executive‑level business and operational reviews with key customers.
Advocate customer needs as the Voice of the Customer.
Oversee incident, problem, and change management processes managed by CSMs.
Ensure efficient handling of service disruptions and effective customer communication.

SLA Compliance, Reporting & Documentation

Monitor and report on service performance against contractual SLAs.
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 analyse CSAT scores to assess service performance and drive enhancements.
Lead workgroups to analyse service issues, identify root causes, and develop action plans.
Promote a culture of proactive change management to enhance service quality and customer satisfaction.

Internal Collaboration & Cross‑functional Interactions

Work closely with the Marketing Product team to integrate customer needs into service offerings.
Collaborate with Sales to provide insights on service performance and support business development.
Interact with Support teams 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 HR on employee career progression, training plans, and workforce planning.

Your profile

10+ years in customer service, service management, or account management in telecom or IT; 5+ years in a leadership role.
Good understanding of telecom services, provisioning BSS, IT, and fleet management.
Experience with ITSM tools such as ServiceNow or JIRA.
Proven ability to lead, motivate, and develop a high‑performing service management team.
Strong mentorship and support skills.
Expertise in driving service excellence and continuous improvement.
Ability to define action plans, identify improvement opportunities, and promote change.
Strong problem‑solving and decision‑making skills.
Ability to structure reports, track KPIs, and document processes efficiently.
Excellent interpersonal, negotiation, and relationship‑building skills.
Data analysis skills to derive actionable insights.
Strong ability to manage competing priorities and structure workflows.
Experience in hiring, onboarding, and workload distribution.
Strong communication skills to summarise complex issues for stakeholders.
Fluent in English and French.

Our recruitment process
At Transatel, we finalize recruitments quickly (around 3 weeks).
Stages:

1st HR contact by telephone.
Manager/HR interview + one or more operational or technical interviews.
An online personality test.
HR call presenting the offer in detail, followed by receipt of the offer by email.
Welcome & onboarding process.
Salary package: fixed salary + individual bonus + half‑yearly profit‑sharing and incentive schemes.
Salary committees every 6 months.
Up to 2 days' homeworking, 25 days' holiday + a few free days.
Company restaurant, advantageous health insurance, 50% reimbursement of the transport pass or sustainable mobility package.

For more information, please refer to the Transatel career page.
If you have made it to the bottom of this offer, it would be a shame to put off your application until later, so apply now!
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