Building trust through exceptional customer service management

Sven Wuyts Senior Service Manager

Senior Service Manager at Proximus Global (BICS), specializing in partner relationship management, proactive incident leadership, tailored reporting, and strategic service review meetings—aligning operational delivery with customer expectations and driving continuous improvement.

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Location: Leuven (BE)
Industry: Telecom
Focus: Service Mgmt
Certification: ITIL 4

What I deliver

A structured, customer-first approach to service governance—strong communication, measurable outcomes, and continuous improvement.

✓ Incident leadership (SPOC, escalations, RCA/RFO, corrective action plans)
✓ Service reporting with tailored monthly insights and KPI tracking
✓ Service Review Meetings to align performance, actions, and initiatives
✓ Operational documentation (manuals, workflows, assurance, escalation matrices)

Currently

Senior Service Manager — Proximus Global / BICS

Brussels Region, Belgium

About

Summary & profile

As a Senior Service Manager at BICS, I build strong partner relationships and ensure a high-quality after‑sales experience through proactive incident management, tailored reporting, and strategic service review meetings. With deep expertise in Service Management and Telecommunications, I align operational delivery with customer expectations and drive continuous service improvements.

Previously, as a Telco Solutions Manager, I supported technical sales and developed customized telecom solutions that helped exceed revenue targets and strengthen BICS’s position as a trusted industry partner. I’m committed to customer success, clear communication, and delivering solutions that evolve with customer needs.

Experience

A track record across service management, telco solutions, and customer operations.

Proximus Global / BICS

Senior Service Manager

April 2025 to Present (Proximus Global)

June 2021 – May 2022 • July 2023 to April 2025 (BICS) • Brussels Region, Belgium

16 years (company tenure)

•Build and maintain long-term, trust-based partner relationships with key customers.
•Act as the primary after-sales contact for service issues beyond standard provisioning and repair processes, ensuring expectations are met and escalations are resolved.
•Produce customized monthly service reports and lead Service Review Meetings (onsite/remote) to discuss performance and align improvements.
•Serve as SPOC during incidents; deliver Major Event Analysis, Corrective Action Plans, and RFO/RCA documentation.
•Advise customers on process/tool/reporting improvements and support new product/service adoption with delivery readiness.
•Create and maintain operational manuals (workflows, assurance procedures, planned work coordination, escalation matrices, service details).

Telco Solutions Manager

June 2022 – June 2023

•Provide technical pre-sales expertise across complex telecommunications solution areas.
•Develop and present telco solutions; liaise between Sales and technical teams for feasibility and alignment.
•Deliver competitive insights and requirements to Product/R&D; influence roadmaps and investment plans.
•Create solution “Attack Plans” and support winning strategies & negotiations.

Senior Service Engineer / Specialist Service Engineer

June 2015 – May 2021

•Ensure compliance with customer SLAs and ticket-related KPIs according to defined processes and quality requirements.
•Train, coach, and support the Technical Support team; contribute to skills development and knowledge sharing.
•Implement operational guidelines, repair workflows, and tooling improvements to enhance efficiency and service quality.
•Analyse KPI performance and propose improvement actions to increase operational effectiveness and customer satisfaction.
•Lead coordination meetings with stakeholders to align priorities and resolve operational issues.
•Contribute to the guard/standby system and manage escalations as part of the escalation desk.

Service Engineer

March 2010 – May 2015

•Handle customer service requests through the ticketing system, ensuring resolution within agreed SLAs and quality standards.
•Troubleshoot complex network and service-related issues across multiple telecom platforms.
•Propose and implement network and traffic solutions to improve service quality and performance.
•Provide technical assistance during critical or problematic cases, ensuring fast and accurate resolution.
•Communicate effectively with partners and carriers to resolve technical queries and coordinate investigations.
•Manage customer escalations, ensuring timely follow-up, clear communication, and restored service stability.

IP Globalnet

Help Desk Advisor — September 2009 – March 2010

•Diagnose and resolve customer issues related to ADSL internet and digital TV services for Proximus.
•Log incidents and troubleshooting steps according to defined procedures.
•Produce statistical reports to support operational analysis and continuous improvement.

Black Box Network Services

Customer Service — September 2008 – January 2009

•Handle customer interactions via phone and electronic channels with a customer-focused approach.
•Provide accurate pricing, product, and delivery information and process orders/requests.
•Maintain detailed records and update customer accounts/databases for accurate follow-up.