Senior Service Delivery Manager
Location: Can be based anywhere in the Wessex region (Hampshire, Isle of Wight, Dorset, Wiltshire, Somerset).
For this role, we require an operational leader with extensive experience in telecommunications.
To lead an extensive, complex and diverse operational team of over 500 FTE, with up to 20 Direct Reports, engaged in the effective delivery of all aspects of service delivery and engineering.
About this role:
Responsible for service delivery for all aspects of repair and provision activity in the Wessex region. Key deliverables include: safety, quality, network engineering customer satisfaction, service, revenue and efficiency over a cost base of several hundred million.
The Senior Service Delivery Manager will be responsible for the end to end service for their region, ensuring regulatory targets are met within their geography and responsibility for an overall revenue of £90m with a £20m cost base.
Skills required for this role:
The ability to take credible insight and intelligence and execute it effectively across a large scale operational environment that delivers sustainable growth.
A detailed understanding of the operation of the relevant network/field infrastructure (e.g. Core Network operation)
Strong communication skills and abilities to build solid relationships with patch partners and trade unions.
Extensive understanding of the fibre and copper network (and products), using commercial forecasting, creating a skilled workforce that can meet future demand before it lands.The role holder will also be instrumental in managing business impact, including any failure to meet regulatory measures, management of the commercial risk of non-delivery of Government and external providers commitments and the financial impacts, finding better ways to operate and managing commercial & reputational damage.
For this role, we require an operational leader with extensive experience in telecommunications. A proven track record leading major change, delivering positive customer experiences, service and cost transformation agendas. Someone who is service obsessed, decisive, energetic and enjoys building strong professional relationships with customers and partners founded on trusted delivery.
Key deliverables for this role:
Owns the overall delivery of all end to end customer outcomes and high-quality services, delivering to time, cost and quality in your area directly and via (3rd party) partners.
Accountable for the in-life operation for all partner deployment in your area for civil engineering and network deployment.
Resolves complex problems involving a network of multiple stakeholders, ensuring successful resolution in each instance
Represent the business as a Local Liaison Manager via Civil Resilience ensuring feedback back to national CR teams (Local Government, blue light teams etc.
Own the governance framework & resolution of risks & issues related to Regional delivery of customer outcomes.Measures of Success / KPIs
Delivery of financial targets including revenue, cost, opex and capex.
Delivery of all service delivery field engineering performance measures to deliver the best possible customer service
Experience of translating strategic plans into an understandable list of tangible actions.
Management of commercial risk of non-delivery of Government and regulatory commitmentsExperience/Skills
Dynamic leadership capability and vision to set strategic direction, with a proven track record in delivering high client satisfaction, productivity and people motivation.
Financial acumen, a strong financial background is required, due to cost management, budget and P&L responsibilities.
Experience of leading a large- scale operational team
Technical knowledge of complex telecoms networks and network technologiesPlease note: this is a permanent senior management role within the business. Bonus, car allowance and a variety of additional benefits is on offer.
Due to the commercially sensitive nature of this role, we may choose to hold provisional pre-screening interviews.
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