Service Delivery Manager

5 days ago

Clare, Suffolk, United Kingdom Cpl Resources - Limerick Full time £60,000
Service Manager Job Description

Cpl Resources - Limerick is seeking a highly skilled Service Manager to join our team. As a Service Manager, you will play a crucial role in enhancing customer value and strengthening relationships with both customers and suppliers.

The Role:

As a Service Manager, your responsibilities will encompass internal training, performance management, strategy implementation, and customer feedback analysis to continually improve service quality and meet customer needs.

Key Responsibilities:
  • Develop and enforce policies and procedures for the FTTx platform and related products.
  • Foster and maintain strong customer relationships, ensuring they have access to the latest product and service information.
  • Build and maintain strong relationships with suppliers.
  • Track and analyze data to measure supplier and team performance, alongside customer KPIs.
  • Handle and resolve customer complaints while supervising team performance.
  • Propose enhancements to improve the overall customer experience.
  • Train internal employees and customers on new products and developments.
  • Facilitate the onboarding process for new customers.
  • Work with suppliers on IT and product developments, managing products to ensure all SLAs are met.
  • Create and maintain documentation for ISO auditing purposes.
Requirements:

To be successful in this role, you will need:

  • Exceptional skills in managing and enhancing customer service.
  • Understanding of FTTH and FTTC products and services, including Open Eir, SIRO, and NBI.
  • Strong analytical and problem-solving skills.
  • Excellent verbal and written communication abilities.
  • Proficiency in analysing metrics and generating reports.
  • Experience in training staff and customers.
  • Proven track record in managing supplier relationships.
The Offer:

This is a permanent hybrid role with a salary of €55K - €60K per annum, depending on candidate skills and experience, with an excellent benefits package on offer. The role involves working Mon to Thurs 8:30am - 5:30pm and Friday 9am - 3:30pm, with 2 days per week in the Limerick office and 3 days working from home.

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