{"id":3349963,"url":"https://alion.io/job/manning-global-customer-service-manager","title":"Customer Service Manager","company":{"id":2681225,"name":"Manning Global","domain":"manningglobal.com","url":"https://alion.io/company/manning-global","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":{"grade":"B","score":77,"open_postings":64,"ghost_share":0,"stale_share":0.906,"repost_share":0,"time_to_fill_p50_days":40,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mannheim, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":90000,"max":110000,"currency":"EUR","period":"year","gross":null,"usd_annual":122568},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-10-27T18:18:34Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-10-30T04:17:23Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Manning Global, an Internationally renowned staffing and managed services organization specializing in providing staffing solutions for leading corporations in AI, IT & Telecoms, Engineering, Digital Media, Automotive and Renewable Energyis recruiting for Customer Service Manageron behalf of one of their blue-chip international clients to join their organizationin Germany.\n\nJob Title:\nCustomer Service Manager\nEmployment:\nFull time\nStart Date:\nNovember/2026\nCountry:\nMannheim - Hybrid - Germany\nSalary range:\n90 000.00 EUR - 110 000.00 EUR per year dependent upon experience\nContact:\nBojan Ulemek on: +49 (0) 89 23 88 98 671\nRole purpose:\nThe Customer Service Manager (CSM) is accountable for the operational service relationship and customer experience for assigned Telco client Business customers. The CSM coordinates Telco client teams and partners to ensure contracted services meet agreed service levels, customer needs are addressed, and service risks and improvement opportunities are managed proactively.\n\nThe role works closely with customers, Service Delivery and Operations teams, technical experts, suppliers, and the account team. The CSM is not the owner of Incident Management but may support major-incident communications and act as a secondary escalation contact when required.\n\nResponsibilities:\nCustomer and service management\n\nAct as the primary customer contact for service-management matters across assigned German and international accounts.\n\nBuild effective working relationships with customer stakeholders and Telco client delivery teams.\n\nMonitor service performance against contractual Service Level Agreements (SLAs), service objectives, and customer experience measures.\n\nIdentify service risks, recurring issues, and emerging customer needs; coordinate appropriate action and keep stakeholders informed.\n\nSupport major-incident communications and escalations in coordination with Incident Management and technical teams.\n\nService-level management and continual improvement\n\nPlan and lead regular Service Review Meetings; prepare agendas, performance materials, action logs, and meeting minutes.\n\nProduce or coordinate periodic service reports covering SLA performance, incidents, changes, risks, customer concerns, and improvement actions.\n\nOwn the Service Improvement Plan (SIP), track actions to completion, and coordinate improvements arising from chronic incidents, root-cause analyses, and customer feedback.\n\nReview relevant internal root-cause analyses and coordinate clear, customer-ready summaries and follow-up actions.\n\nManage non-commercial customer queries and escalations, including service-related billing queries; refer commercial matters to the Account Manager.\n\nUse service data and customer feedback to identify trends and recommend practical improvements.\n\nChange and service documentation\n\nCommunicate planned maintenance and customer-requested changes in line with agreed processes and customer communication requirements.\n\nCoordinate with the relevant teams to ensure billable changes are identified and routed through the appropriate commercial and operational processes.\n\nEnsure customer and service records are accurate across relevant systems and tools.\n\nKeep service documentation current following service changes, including Moves, Adds and Changes (MAC).\n\nEnsure approved, up-to-date documentation is stored in the designated Telco client repository, such as GCDR, in accordance with access and information-management requirements.\n\nCommercial and business awareness\n\nMaintain awareness of the customer’s service costs, contractual scope, and service-management profitability.\n\nIdentify opportunities to improve the customer relationship or extend services, and work with the Account Manager to develop them.\n\nMaintain sufficient knowledge of Telco client Business products and services to guide customers to appropriate internal experts\n\nExperience/Qualifications: \nAt least five years’ experience in a customer-facing service-management, service-delivery, or operations role in telecommunications, IT, or a related industry.\n\nExperience managing enterprise customer relationships and service performance against SLAs or similar operational commitments.\n\nGood understanding of IT and telecommunications services, such as networks, cloud or IT services, mobility, voice, or service integration.\n\nBasic network knowledge, including familiarity with LAN/WAN, IP addressing, routing, switching, connectivity, and common network incidents. The CSM should be able to understand service discussions and coordinate effectively with technical teams; advanced engineering expertise is not required.\n\nStrong communication, presentation, stakeholder-management, and organizational skills.\n\nAbility to manage escalations calmly, prioritize competing demands, and work effectively under pressure.\n\nSelf-directed and proactive, with the ability to coordinate multiple teams and follow actions through to resolution.\n\nProfessional proficiency in English.\n\nPreferred\nProfessional proficiency in German; specify the required level based on customer and team needs.\n\nITIL certification or equivalent service-management training.\n\nExperience in IT operations and/or project management.\n\nFamiliarity with contact-centre platforms such as NICE or Genesys.\n\nRelevant degree or equivalent professional experience.\n\nThis is a Germany-based role. Candidates must have the right to work in Germany.","description_format":"text","description_chars":5435,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"Advanced (C1)","optional":true},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-27T18:18:34Z"}],"visa":[],"liveness":{"score":38,"band":"fade","label":"Fading","p_open":1,"p_active":0.379,"p_room":1,"age_days":2,"expected_fill_days":40,"reasons":["conf:1","agency","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":{"stated_usd_annual":122568,"is_top_pay":true},"html_url":"https://alion.io/job/manning-global-customer-service-manager","json_url":"https://alion.io/job/manning-global-customer-service-manager.json","meta":{"generated_at":"2026-10-30T08:30:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12129,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2681225},"rest":"https://alion.io/mcp/rest/get_company?id=2681225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmanning-global-customer-service-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmanning-global-customer-service-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmanning-global-customer-service-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/manning-global-customer-service-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmanning-global-customer-service-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3349963}},{"tool":"search_jobs","arguments":{"company":"manningglobal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3349963},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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