Service Operations Manager

Support to Win.tv is the hosted telephony support service from Train to Win.tv, the leading telecoms training company for the channel. We’ve used our decades of expertise in training and development and merged it with an unparalleled knowledge of the platforms in the market to create a truly differentiated support service.

We provide fully managed services to industry Service Providers. Our services offer care of all non-commercially impacting change requests by end users. This includes all Moves, Adds, Changes, and Provisioning of services.

About the Job:

Working closely with other members to maintain the company’s high performance whilst working to deliver the overall strategy for the business. This includes collaborating with the management teams to maintain and improve processes, procedures, and systems to advance the operation of the team.

The Head of Service Operations will be a key stakeholder for high priority and high value projects, providing escalation support to the teams. They will lead, manage, coach, and motivate the teams to deliver results to ensure the achievement, stretch, and improvement of agreed KPIs.

They will also need to measure skillset, competence, and the team’s attributes to ensure achievement of the team’s succession plans. They will need to lead by example and develop and maintain a healthy, open, and honest relationship with colleagues and customers.

Key Responsibilities:

• Owns and manages all customer communications or escalations pertaining to new install orders and service desk management.
• Has the authority to deviate from defined processes to ensure customer satisfaction.
• Conducts all service delivery and service management performance reviews with their team.

Skills / Experience Required:

• Knowledge of Service Delivery and Service Support disciplines.
• Experience of managing teams to meet high levels of service in a dynamic and fast-paced environment.
• Works with others in a collaborative and solutions-focused manner to achieve win-win outcomes.
• Ability to recognize the value & responsibility of working in a team.
• Actively supports and develops team members, quickly identifying and problem-solving any issues.
• Effectively plans to anticipate problems, planning for worst-case and best-case scenarios.
• Committed to upholding professional standards.
• Takes responsibility for own actions & visibly supports the senior leadership team and their agenda.
• Self-motivated & self-aware – recognizes own strengths & weaknesses and is committed to development.
• Takes a broad interest in the success and development of the company.
• Essential: 2 Years working experience in the comms industry.
• Essential: Broad understanding of Unified Communications.
• Essential: Strong organizational skills.
• Essential: Motivational and leadership experience.

#J-18808-Ljbffr