B2B Service Manager

Liberty Latin America

  • Kingston upon Thames
  • Permanent
  • Full-time
  • 6 days ago
Overview:What's The RoleAccountable for ensuring seamless service delivery, governance, and customer satisfaction for C&W Business’ Strategic and Enterprise customers. Builds strong relationships with C-level stakeholders (CEOs, CIOs, CTOs, COOs) to ensure continuity, retention, and business growthResponsibilities:What You'll DoICT Service Delivery OversightOversee end-to-end service delivery for Strategic Project, Enterprise and/or Government customers ensuring consistent, reliable ICT Managed Services. This includes coordination of:
  • Third party Managed IT Services
  • Managed Wi-Fi and Network
  • Managed Firewall Security
  • Data Centre Management & Disaster Recovery
Cross-Functional & Vendor Coordination
  • Supervise multiple third-party providers, ensuring SLA compliance, contract adherence, and vendor performance monitoring.
  • Build strategic partnerships and facilitate communication across technical and operational teams
Operational Excellence & Technical Leadership
  • Drive uptime and reliability
  • Define, document, and continuously improve IT support and incident management processes.
  • Monitor incidents, enforce SLA compliance, and conduct random ticket audits.
  • Implement and track KPIs to measure and enhance service delivery efficiency.
  • Oversee cybersecurity reporting, vulnerability management, remediation, and compliance with standards.
Disaster Recovery & Business Continuity
  • Lead planning and execution of disaster recovery strategies for mission-critical infrastructure.
Internal Consultancy & Advisory
  • Provide technical guidance to service management teams to improve outcomes.
  • Serve as SME for ICT infrastructure and security to support informed decision-making. .
Strategic & Leadership Competencies
  • Strategic Skills – Anticipate risks/opportunities and provide proactive solutions.
  • Driving Results – Translate business needs into actionable projects with measurable outcomes.
  • Performance Management – Coach and guide high-performing teams.
  • Learning Agility – Adapt quickly to evolving technologies and priorities.
  • Relationship Building – Sustain trusted relationships across internal and external stakeholders.
  • Conceptual Thinking – Apply innovative, big-picture solutions while balancing business needs.
Qualifications:Knowledge & Experience
  • Bachelor’s degree in Engineering, Business, or Information Technology.
  • Project Management certification (PMP/Prince2 preferred).
  • ITIL certification (Foundation or higher).
  • Strong command of MS Project, MS Office.
  • Experience with SCCD, Cerillion, Salesforce, Liberate Acute Care, SAP.
  • Knowledge of telecom/IT infrastructure, solutions, and industry best practices.
  • Minimum 3 years in Service Delivery, Program Management, or Technical Support.
  • Experience managing projects > US$500k.
  • Strong understanding of cross-functional areas (Finance, IT, Network Engineering, Service Delivery, Legal).
Who We AreWe are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the regionWhy Join UsTechnology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws#LI-PW1

Liberty Latin America