Service Operations Manager

Support to Win.tv is a hosted telephony support service from Train to Win.tv, the leading telecoms training company for the channel. We leverage decades of expertise in training and development, combined with an in-depth knowledge of market platforms, to offer a truly differentiated support service.

We provide fully managed services to industry Service Providers. Our services handle all non-commercially impacting change requests by end users, including Moves, Adds, Changes, and Service Provisioning.

About the Job:

The Head of Service Operations will work closely with team members to maintain high performance and deliver the company\’s strategic goals. This includes collaborating with management to improve processes, procedures, and systems to enhance team operations.

This role is a key stakeholder for high-priority and high-value projects, providing escalation support. The leader will manage, coach, and motivate teams to meet and exceed KPIs, ensuring continuous improvement.

Additional responsibilities include assessing team skills and attributes to support succession planning, leading by example, and fostering a positive, transparent relationship with colleagues and customers.

Key Responsibilities

• Manage all customer communications and escalations related to new install orders and service desk activities.
• Possess the authority to deviate from standard processes to ensure customer satisfaction.
• Conduct performance reviews of service delivery and support teams.

Skills / Experience Required:

• Knowledge of Service Delivery and Support disciplines.
• Experience managing teams in a dynamic, fast-paced environment.
• Collaborative, solutions-focused approach to achieve win-win outcomes.
• Understanding of team dynamics and responsibilities.
• Support and develop team members, with proactive problem-solving skills.
• Ability to anticipate problems and plan for various scenarios.
• Uphold professional standards and integrity.
• Take responsibility and support senior leadership.
• Self-motivated, self-aware, with a commitment to personal development.
• Interest in the company\’s success and growth.
• Essential: 2+ years experience in the communications industry.
• Essential: Broad understanding of Unified Communications.
• Essential: Strong organizational skills.
• Essential: Leadership and motivational experience.

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