One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What you'll do
Are you looking for a challenging role? The Service Manager position at Viasat may be the perfect fit for you. Join our team and be a part of delivering top-notch, tailored solutions to our government clients. We need someone who is highly motivated and can ensure flawless service quality and customer happiness. As a Service Manager, you will be instrumental in developing and managing non-standard services that go above and beyond.
The day-to-day
Responsibilities:
- Leading and optimising a portfolio of custom services/solutions
- Collaborating closely with sales, commercial, and client teams to understand and define specific requirements
- Working closely with operations teams to develop and deliver specific services/solutions
- Implementing and maintaining systems, procedures, and methodologies that support outstanding delivery
- Monitoring service incidents and addressing blocking issues and critical issues, both internally and externally.
- Conducting trend analysis and driving service improvement plans to ensure continuous enhancement
- Leading regular customer service reviews to maintain high standards of service
- Monitoring service levels to ensure metrics are tracked, reported, and met
- Addressing departmental issues and implementing corrective actions to prevent recurrence
- Providing regular updates to management and internal team members on customer satisfaction, service performance and any challenges
- Driving revenue assurance and ensuring accurate invoicing aligned with custom offerings
- Enhancing business development opportunities with Account teams
What you'll need
Skills
- Deep understanding of service management principles, frameworks (such as ITIL), and standard methodologies, including incident management, change management, problem management, and service level management
- Excellent interpersonal and communication skills for building and maintaining relationships with collaborators, understanding requirements, managing expectations, and ensuring happiness.
- Leadership qualities for guiding and motivating teams, including leading without authority, delegating tasks, providing clear directions, and encouraging collaboration.
- Strong project management skills for coordinating multiple initiatives, including planning, organising, and leading all aspects of resources, timelines, and results.
- Analytical skills for assessing complex situations, identifying problems, figuring out root causes, and proposing effective solutions
- An approach that focuses on constantly improving by identifying areas for enhancement, implementing process improvements, and driving efficiency.
What will help you on the job
Desirable Skills
- Understanding of budgeting, cost management, and financial planning to ensure alignment with financial goals
- Broad technical understanding of satellite telecommunications processes, systems, infrastructure, and technologies
EEO Statement
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.
