Service Delivery Co-ordinator X2

4 weeks ago

Milton Keynes, United Kingdom Network Rail Full time

Job Introduction

This role sits in Route Services, a business area that has been created to supply services to the routes in the safest, most cost-efficient and effective way, enabling them to benefit from economies of scale and optimised national resources.

The Network Rail Telecom (NRT) team is responsible for operating all of NRT’s telecoms assets and networks. This responsibility includes handling asset life cycles as well as the development, delivery and support of outstanding telecommunication networks and services.

NRT transports data between A and B enabling Network Rail to run operationally both on the railway (signalling, customer information systems, CCTV cameras etc.) and as a business (desk phones, mobile devices, data connections etc.). NRT is also playing a key role in the realisation of our digital railway aspiration which requires huge amounts of data to be handled securely for it to work.

Main Responsibilities
You will be responsible for coordinating the steady state service delivery to one or more client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction contributing to the safe & reliable running of UK rail.

**What will you be doing?**
- Responsible for delivering NRT services that meets SLA and delights the customer;
- Forge and manage strong working relationships with Customers and all the teams across NRT, NR & 3rd party partners to provide the highest delivery quality to clients;
- Matrix-management of the client, internal & external teams to provide consistent Service Delivery against OLA’s and SLA’s developing strong relationships providing trustworthy single point of contact for assigned orders;
- Achieving productivity improvements by owning process creation, reviews & continuous service improvements;
- Assist the Service Delivery Manager in proactively identifying service improvements to improve team performance against KPI’s, OLA & SLA’s.
- Support the development and maintenance of NRT's OSS & asset management database to maintain accurate inventory
- Maintain necessary documentation of process' on customers orders including key Customer Contact Management communications
- Understand NRT business and client strategy in order to deliver to customer expectations.
- Proven track record in Delivering high levels of customer service & satisfaction in rapidly changing and competitive telecoms environments
- Experience in Customer Contact Management including Escalation Management
- Excellent communication skills
- Strong telecom service management operations acumen with a “lead by example” and “can do” attitude
- Knowledge of telecoms operational and business support systems
- Operating in a continuous service improvement (CSI) environment and being proactive in developing processes
- Knowledge of Telecoms Products & Services (Voice & Data)
- Systems and IT literate
- We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multi-cultural, multi-disciplined group of individuals, aligned to deliver successful solutions._
- At Network Rail, we have several employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. In IT Services, we have a group of Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and _promote a professional and positive working environment_. For more information on D&I at Network Rail, _please follow this link_

About The Company
**We’re an organisation where people matter. We matter to millions.**

Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country’s economic prosperity. Safety is our number one priority.

We're undertaking an ambitious change. Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users. As one of the UK’s leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribution. We have seven employee networks that provide fantastic support, opportunities and development for applicants from all backgrounds. Click here for more information

Package Description
**Service Delivery Co-ordinator**

Vacancy type: 2 x 6-month secondments with the potential to be extended

Location: The Quadrant:MK

Closing date: 22nd February 2023

Band & Salary**:Band 5 - £28,000 - £28,500**

We’re an organ

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