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Interim Head of OSS Service Delivery

Job Title: Interim Head of OSS Service Delivery
Contract Type: Contract
Location: Berkshire, England
Salary: Negotiable
Start Date: ASAP
Duration: 3-6 months
REF: X/OSS/SD/SARA_1622803346
Contact Name: Sara Rowe
Contact Email:
Job Published: about 1 year ago

Job Description

Interim Head of OSS Service Delivery - Mobile Telecoms - Berkshire

Location: Reading

Role Purpose:

Enterprise Service Management. Proactively manage and drive the highest levels of service and value across Enterprise IT services.

This will include but not be limited to;

  • active management of the Enterprise MSP, and ensuring highest possible standards and alignment to contractual obligations
  • managing strong stakeholder relationships and ensuring timely and appropriate communications within MBNL and the Shareholder organisations
  • Working with MBNL and Shareholder business partners, define, agree, implement and evolve SLAs for enterprise services
  • Develop and drive frameworks to assess customer experience and service performance
  • Enterprise Service Transition. Manage E2E the introduction of new services and the evolution of existing services to meet customer needs.
  • Enterprise Outsourcing Management. Effective management of the outsourced MSP and contracting for new services.

Requirements to be successful in this role:

  • Proven IT senior level service management experience, preferably within the Enterprise domain, working with a range of IT vendors / partners in a large complex organisation.
  • OSS
  • Demonstrable experience in managing outsourced partners by setting up and continuously evolving supplier contracts.
  • Excellent business and personal communication (verbal & written) and presentation skills.
  • A solid technical background and commercial awareness, so that the Service Manager can participate in both technical and commercial discussions
  • Relationship building skills and the ability to empathise with customers and their needs
  • Can conduct meaningful discussions around how IT Services are addressing customer needs
  • Is proficient in customer management techniques: The complete sequence of activities required to manage customers' expectations from understanding customer requirements to capturing and delivering a service
  • Well-developed problem-solving skills
  • Good relationship building and influencing skills
  • ITIL Foundation V3 or V4 qualification or equivalent experience

Project People is acting as an Employment Business in relation to this vacancy.