Job Description

The Role

As a Service Manager you will be a key contact for our wholesale customers from onboarding, product launch to service delivery. You will lead regular service reviews, ensure service delivery provides excellent customer experience and be a key escalation point when needed.

You will monitor key service metrics and KPIs, mobilize internal stakeholders or teams to drive projects and to resolve issues. You will support the management of annual contract cycles and ensure reporting obligations are met.

Responsibilities include:

• Leading the delivery of service projects as acting as the main delivery interface into our ISPs/wholesale customers, proactively monitoring team activities to meet delivery SLAs.

• Developing a strong understanding of the scope of delivery, commercial milestones, billing arrangements and any associated financial penalties that may be applicable.

• Leading the planning, delivery and execution of all specific client communication throughout the delivery lifecycle.

• Proactive communication with wholesale customers/ISPs including but not limited to regular service reviews via MSTeams and site visits.

• Establishing, managing and reporting of project highlights, risks and issues throughout the project lifecycle both internally to the management team and to client stakeholders.

• Establishing strong, operational working relationships with internal teams to enable efficient delivery of products, system updates or to deliver continuous service improvements.

• Ensure that there are regular meetings and ensure that Freedom Fibre meets any pre-existing Service Level Agreements (SLA) or modify and agree any amendments to the SLA that ensure Freedom Fibre is held to account for any work that they are required to deliver in a timely manner.

• Provide support to the planning and build teams, as appropriate, to ensure a smooth interaction between Freedom Fibre, its partners and suppliers.

• Own a continuous service improvement plan with each wholesale customer and translate this into a business wide improvement plan supported by metrics to drive priorities based on our customer impact.

• Report to management on a regular basis (timing and format to be agreed) on the performance of the service delivered to its clients and highlight risks and issues.

• Manage annual contractual obligations ensuring internal stakeholders are aware of our commitments and deadlines

• Identify opportunities to maximise contractual value against major contracts.

Reporting to

Head of Service Operations

Personal attributes

• Excellent presentation/communication skills

• Results oriented mind set with a proven track record of delivery.

• Ability to create, manage and report business metrics with recommendations for improvements.

• Personal drive and commitment and a desire to make a difference.

• Agile and pragmatic approach to problem solving.

• A team player

• Demonstrate personal flexibility and mobility.

Experience & Qualifications

• Must have performed a similar role in the utilities sector, preferably telecoms.

• Experience of building strong relationships with both internal and external stakeholders.

• ITIL qualification desirable

• Experience working with senior leadership teams

• Computer literate and able to use conventional MS Office software suite of tools.

Our ideal fit

Someone who is passionate about the customer, proven track record in service management and managing large clients. They must be willing to get their sleeves rolled up from time to time to take this business from where it is now to an industry leader.

Freedom Fibre recognise the service provided by recruitment agencies and as such have a Preferred 2nd tier Supplier List, with whom terms of business have been agreed. Only suppliers who have signed up to these terms can place candidates with Freedom Fibre and will receive instruction directly from us to do so. Freedom Fibre is therefore unable to consider speculative CV's or proposals from any other third party and any speculative CV's or proposals being sent into the organisation will be treated as gifts.

As such, Freedom Fibre reserves the right to directly contact any candidates who have been speculatively submitted by a third party and shall therefore not be liable for any fees whatsoever should it choose to engage the candidate’s services. Furthermore, speculative submission of candidate CV's does not establish a right of representation should the same candidate’s details also be submitted by a Freedom Fibre Preferred 2nd tier Supplier or independently by the candidate themselves.

Submission of any unsolicited CV's and proposals to Freedom Fibre will be deemed evidence of full and unlimited acceptance of these terms and agreement that these terms are the totality of any commercial or contractual relationship whatsoever in respect of the candidate(s) whose unsolicited CV's were sent.