Senior Delivery Operations Manager

3 days ago

Salford, United Kingdom TalkTalk Full time

The role of the Enterprise Projects Operations Manager is to deliver Bespoke and Complex solutions over Ethernet circuits for Enterprise Project Customers. The role also covers Delivery & Service improvements to increase output whilst creating efficienciesand reducing operational costs. This role is responsible for delivering business critical Ethernet and fibre connectivity to these channels in line with business and customer KPIs. You will be accountable for the E2E delivery of these services, which realise£100M of annual revenues into TTB Direct and over £400m into TalkTalk Business. You will be accountable for the customer experience, and relationship management related to the delivery life cycle, up to and including director level

We are TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matter’s, so we offer products and services that are simple, affordable, reliable,and fair. The Data Solutions Projects team’s sits within our Enterprise Operations department, that is part of our Direct business along with consumer ensuring that we manage our direct customers effectively and provide the best possible service.

**Responsibilities**:

- Fully responsible for the delivery of Bespoke & Complex solutions.
- Fully responsible for supporting the design of all Bespoke & Complex solutions to ensure they can be successfully implemented into the provisioning journeys.
- Manage 3rd party suppliers, as necessary including, Bio, Comms Care, Openreach.
- Work with 3rd party suppliers to design and deliver non-standard requests that are tailored to individual Enterprise Customers requirements.
- Accountable for the E2E delivery of Ethernet and fibre services across your allocated customer base.
- Accountable for input into the TalkTalk Business Direct strategy, budget, and growth model at all levels up to the Senior Leadership Team. (Director Level)
- Accountable for the customer experience across your allocated customer base. You will be expected to define the customer experience measurement and realise action plans to address problem areas and make improvements.
- Accountable for building relationships with your key customers, from provisioning manager to director level within TalkTalk Business Direct, outsource partners and the customer organisations.
- Responsible for defining the right performance metrics/KPI’s across the outsource partners and suppliers to ensure maximum output and commercial benefits.
- Responsible for defining and shaping the agent performance and quality metrics/KPI’s.
- Lead, motivate and manage teams of up to 10+ delivery co-ordinators to ensure performance is at the optimum level.
- Be the customer champion on change activities, clearly articulating what the customer needs in new products and services, and what you need to enable a great customer experience.
- Ensure the operating model can meet business and customer demands, and suggest, develop, and deliver alternative solutions to meet that demand and to streamline ways of working to suit our customers requirements.

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