Senior Operations Manager - Service Delivery

Job content

Function:

Project Management

Closing Date:

24/06/2022

Job Purpose

Effectively manage and lead a team of Service Delivery Managers to successfully deliver customer orders to desired time and quality. To also effectively drive operational delivery of WIP to achieve desired key performance indicators and acquisition revenue targets. To define and deliver strategy for improving and delivering excellent delivery experience for Wholesale customers. To manage customer communication and experience throughout the delivery process.

Principle responsibilities

• Proactively ensures the team tracks all delivery activities to SLAs to meet key business KPIs
• Ensures team activities drive WIP to meet monthly budget targets
• Uses effective escalation to ensure orders are managed and installed to customer requirements/SLAs
• Ensures the jeopardy and escalation management for all appropriate activities are in place and being adhered to, making process improvements as required
• Uses performance reports to plan and deliver targets and improvement plans at individual and team level designed to increase productivity
• Provide visible leadership to the functions and to the wider delivery organisation
• Takes appropriate steps to ensure the customer delivery experience is first and foremost in our teams thinking
• To define and deliver strategy for improving and delivering excellent delivery experience for Wholesale customers.
• Ensures service reviews are completed regularly and that service improvement plans are created and monitored and managed with the relevant suppliers
• Proactively identifies improvements in processes, training and working practices to deliver a more effective and productive team
• Works closely with both internal and external suppliers to ensure customer expectations and business targets are achieved
• Identifies and manages key stakeholders
• Continuously looks at ways to drive team engagement
• Identifies development gaps within the team making improvements through effective performance management tools
• Identifies and nurtures key talent in the function
  
  

Typical Knowledge, Experience And Skills

• Experience of managing teams in a complex process and application environment
• Experience of managing teams within a customer and target focused operational environment
• Experience of managing customers and stakeholders
• Basic knowledge of telecommunications sector and commercial acumen including financial awareness and budget control
  
  

Next steps- Once you’ve submitted an application the next steps of the process, if successful, are likely to include a 1 stage interview process. When you apply, you’ll be asked about any adjustments you might need to support the recruitment process. Let us know, and we’ll be sure to discuss it with you.