Description
My client is Ireland's largest connectivity provider. They are seeking a Service Delivery Manager to oversee the Magnet+ service delivery team of field engineers, order managers and technical operators.
Reporting to the Director of Customer Operations, you will be tasked with ensuring services are provided within agreed-upon SLAs. A central part of your role will be identifying efficiencies and process improvements to uphold high-quality standards both on-site and internally. Promoting best practices internally and externally is a key responsibility, as is fostering Health and Safety awareness and accountability among the field engineering team.
If you are interested in this role, please send your CV to [email protected] or apply directly today to be considered.
Key Responsibilities:
· Align the Service Delivery Department with company short- and long-term strategic objectives, fostering a collaborative environment within the team and across systems.
· Collaborate with the Director of Customer Operations and the Customer Experience Manager to implement efficiencies and process improvements to enhance the customer experience.
· Develop and monitor the annual budget, as well as track and report on financial performance.
· Create and manage weekly/monthly reports on key performance indicators for Senior Management, ensuring delivery pipeline adherence to SLAs.
· Ensure all team members have clear objectives & performance KPI's in place to meet business goals.
· Ensure operational alignment and compliance between the company and third-party contractors.
· Ensure full compliance with H&S Duties in the role of Client/PSDP/PSCS and Contractor, and manage & report on any mitigations of contractual risk.
· Oversee the configuration of all customer equipment prior to dispatch.
· Work towards obtaining ISO accreditation to ensure the application of quality and management systems throughout the business and on-site operations
Key Skills / Qualifications:
· 7+ years Telecommunications industry experience with a focus on service delivery.
· Data driven with strong reporting skills.
· Strong understanding of a range of data technologies, such as DSL and Fibre services, and VoIP technology.
· Leadership: You are a proven leader with the skills to mentor, train and encourage staff.
· Process Approach: You will review and evolve processes to ensure the team have clear direction.
· Customer focused, flexible and willing to take ownership of issues.
· High understanding and experience of Health and Safety systems and practices, and understand the requirements and duties of Client/PSDP/PSCS/Contractor.
· Factual based decision making and problem-solving skills.
· Excellent attention to detail with the ability to prioritise and provide the team guidance on prioritisation.
· Excellent interpersonal and communication skills.
· High levels of flexibility, willingness to learn and develop.
· Self-confidence to build strong working relationships internal/external.
· Self-motivated, with track record in self-directed learning
What we offer:
· Contributory pension scheme
· Performance-based annual bonus
· 22 days annual leave, increasing each year up to 25 days
· Day off for your birthday
· Flexible and smart working
· Progressive family leave allowances
· Training & educational assistance programmes
· Monthly wellbeing initiatives
· Charity partnership & community volunteer days
· Employee Assistance Programme