Service Delivery Operations Controller

Main Purpose

To drive service delivery against agreed performance of cross-functional activities across a nationwide estate and assist in the recovery of Cell Sites that are out of service delivering best in class service delivery contributing to the collective team's success. To continually seek more efficient and innovative ways in progressing the throughput and quality of the reactive work stream through its life cycle, engaging with a team of suppliers and key stakeholders, both internally and externally, ensuring sites are returned to service within delivery targets and commercial restraints.

Delivery: Take responsibility for received instructions from internal and external customers in relation to cells out of service and routine reactive maintenance, engaging the key supplier interfaces to leverage and deliver requirements. Play a leading role to implement a site-specific plan to drive through to resolution. Identify key areas of risk that require focus and proactively minimise impact by managing through by exception to return to a business as usual status. Applying lessons learnt by contributing to continual process improvement.

Support & Communication: Work collaboratively with the Supplier Service Desk Managers in the delivery of resolutions to ensure processes are followed and targets are met. Drive excellence by setting high professional standards, establishing trust to inspire and lead by example. Monitor reactive ticket numbers giving support and guidance taking ownership and making a positive difference to expected outcomes. Ensure consistent communication with key stakeholders on job status, manage customer expectations and relationships with key customer contacts.

Supplier Interface: This role requires strong people skills building productive relationships with a proven ability to positively engage and challenge existing methodologies to support and guide teams to deliver positive outcomes. Establish mutual trust by interacting in a professional, respectful and positive manner to enhance engagement and nurturing improvements. Demonstrate excellent process acumen to actively improve efficiencies by innovation through best practices.

Reporting:

Interpret necessary reports aligning to SLA/KPI's to drive a positive and agile approach in delivering a collective team success to exceed stakeholders expectations ensuring progress is understood and driven forward in the correct manner.

Review processes applicable to delivery of the programme identifying areas of improvement and refinement to ensure suppliers are working in most efficient and economical fashion.

The role holder will be required to set and drive the agenda with suppliers in a best in class manner relating matters of scheduling, reporting and success rates to understand performance against expectations.

Stakeholder Management: Proactively build relationships and communicate with key internal and external stakeholders to ensure that expectations are managed, key decisions are made as well as ensuring that dependencies and requirements are understood and delivery progress clearly communicated

Experience

Required: Considerable experience in leading and influencing suppliers of multi-skilled teams to deliver service against challenging deliverables within the mobile telecommunications market.

Desirable : Considerable experience in managing facilities management in the telecommunications field

Experienced in working with planning service desks managing multi-skilled and diverse suppliers.

Education level: Educated to degree level in a relevant subject associated with the service and operational delivery, telecoms design and build of cell sites.

Skills & Knowledge

Required:

Excellent interpersonal skills and abilities in managing internal and external stakeholders and multi-skilled teams

Strong planning and organisational skills to lead effectively in the face of change

Ability to assimilate large quantities of information from a variety of sources and quickly understand what action is required.

Ability to manage and resolve challenging and complex customer service issues

An aptitude and drive to deliver agreed targets/objectives by ensuring any risks/issues to delivery are identified and dealt with in a timely fashion

Desired: Good knowledge of Remedy or similar incident management Intermediate skills in MS Excel and Word, ClickSoftware or similar

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