Service Delivery Manager

3 weeks ago

Fareham Hampshire, United Kingdom AllPoints Fibre Full time

The Service Delivery Manager at AllPoints Fibrewillmanage service partnerships with customers to ensure service is delivered to agreed service levels, and that the desired business value is achieved for both partners. You will produce operational documentation to ensure service requirements are clearly understood and performance is reported and reviewed, and use this as input into continual service improvement. This is a hybrid role that will be based out of our Fareham office 2-3 days a week.

What you will be doing:

· Own and report on Service Level Management.

· Drive improvements with Service Improvement Plans (SIPs)

· Represent customers’ requirements and interests.

· Drive continuous service improvement (CSI) and service development, Increasing customer satisfaction and Net Promotor Scores (NPS)

· Accountable for developing and maintaining an industry leading end-to-end service experience for customers.

· Accountable for delivery of customer’s contractual service deliverables, including service levels, and reporting etc.

· Driving the performance of operational teams to support in-life service delivery to customer.

· Owns the relationship with key customer stakeholders for in-life service.

· Maintain close engagement with associated sales teams.

· Maintain close engagement with key account managers for larger customers and support with operational and service escalations.

· Engagement with aligned third party suppliers as appropriate.

· Derive, measure, and collate appropriate KPIs to allow the performance and status of services in the portfolio to be clearly understood.

· Capture risks and ensure effective mitigation approaches are agreed and in place, escalating high/very high risks.

· Communicate major issues, escalating as required to reduce risk to SLA.

· Collate service reporting documentation and ensure it is available to all relevant stakeholders on a timely basis.

· Participate in and chair Service Delivery Review meetings.

· Regularly seek and collate feedback from key stakeholders from both parties on service performance.

About you:

This role would suit someone with demonstrable experience in a service management environmentwith some knowledge of the telecomms industry. This role will be fast paced, so we're looking forsomeone with a structured and methodical approach to their work. You will have the ability to communicate clearly both in writing and verbally, and have a high level of commercial awareness.ITIL qualified, or the desire to undertake the ITIL qualification would be an asset.

What we offer / what you get in return:

  • Wellness support - We offer an extensive Employee Assistance Program (EAP), private medical insurance, dental cover, eyecare vouchers, income protection insurance, group life insurance, and more.
  • Financial wellbeing - In addition to the support provided by our EAP we offer a contributory pension, income protection insurance, group life insurance alongside other benefits.
  • Time out- All our employee's start with us on30 days annual leave allowance (pro rata) plus bank holidays. We also have enhanced leave plans should you become unwell or need to take time off for parental leave.

About us:

Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet and Swish Fibre, to establish a national wholesale network.

We are on a missions to create a wholesale network that can serve millions of homes and businesses connect to a better digital future.

To help us achieve this mission we need a Service Delivery Manager to take us on this journey.

We have set ourselves the goal to become the best place to work, we recognise that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect

...And if you don’t meet any specific requirements of the role, we’d still like to hear how you’d get the job done

Next steps

If the role sounds like the right fit for you, we look forwards to seeing your application If shortlisted,our Talent AcquisitionTeam will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discussthe role and your experience in more details.

One last thing...

AllPoints Fibre value diversity and are committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here

If you require any reasonable adjustments to be made during your interview process, please tell us in your application.

#J-18808-Ljbffr

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