Senior Service Delivery Manager

1 month ago

Barnet Greater London, United Kingdom Wifinity Ltd Full time

While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option. And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.
We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.
We are looking for an experienced Senior Service Delivery Manager to join our team to deliver Wi-Fi connectivity throughout our Holiday Park and Leisure Sectors. We need a passionate, high performing individual to consistently provide a high level of service to these strategically important clients through day to day engagement and relationship building, budget management, service performance reporting, problem & issue management and continuous improvement.
Your passion for driving an excellent customer experience through strong commercial relationships and your strong interpersonal and leadership skills will help us ensure that we are consistently delivering excellent customer services for our customers and in turn, their end users. As a critical part of our operations, you will be working with stakeholders across our program management, delivery, finance and support teams to act as a point of escalation, and continuously maintain and improve the customer experience.
Joining our team, you will be responsible for customer satisfaction and commercial management for each of the direct clients. This includes providing an excellent customer service to their users and stake holder community, in line with contracted terms. 
You will work with program managers, service delivery managers, support teams and managed services teams to ensure that our customers are receiving the best service possible and have an outstanding customer experience. 
Understand our customer obligations, including SLAs, and regularly track and review performance against these obligations 
Build and maintain good customer relationships across our key markets 
Schedule and chair customer meetings including regular service reviews with key customer stakeholders 
Act as first point of contact for external service enquiries and escalations 
Ensure timely and quality responses to customer queries 
Work with finance and the delivery teams to ensure accurate billing, minimising disputes, and payments in line with the contract terms 
Work with the finance partner to produce monthly and quarterly customer-facing financial summaries for actuals and forecasts for program delivery and ongoing service 
Service performance & reporting 
Use our support systems to produce regular service reports and quality documentation covering SLAs, service performance, incidents and problems 
Analyse and present service data to customers via reporting and service reviews 
Use service data and customer feedback to identify trends and areas of opportunity for improvement
Continuously improve customer experience through effective design and implantation of CSIPs 
Work in partnership with the Community Engagement lead to Measure the customer's Net Promotor Score and take appropriate action to identify improvements 
Work with the customer team and community engagement lead to track the users (team members, residents, tenants etc.) Net Promotor Score and work with service delivery to identify improvements plans
Use your knowledge of our customers to support the Wifinity team to identify areas of success and improvement 
Understand and engage in the incident management process, acting as the liaison between Wifinity and customer where required 
Understand and engage in change management processes, and take accountability for the review of changes to ensure minimal impact to services and customer experience 
You will be an energetic individual with a real passion for delivering excellent customer experiences whilst positively managing commercial arrangements that are in place.
Has strong written and verbal communication skills, and is able to analyse and present complicated data in a clear and concise way 
Is detail oriented and able to analyse information and data coming from different sources 
Experience in service delivery management in the WiFi market or telecommunications industry 
Operational or Contracts Management experience will be viewed positively 
An understanding of ITIL best practices, particularly Incident, Problem & Change 
Proven record of producing quality service reporting 
Experience in stakeholder management including attending service reviews 
An understanding of Networks, specifically Wifi and Wired internet solutions 
ITIL certifications, Six Sigma - Yellow / Green belt, Project Management certifications e.g. (Prince2, PMP) 
We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance.

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