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For Companies At a Glance
- Tasks: Lead service delivery for wholesale customers and ensure excellent customer experience.
- Company: Join a dynamic team at Freedom Fibre, a leader in the telecoms sector.
- Benefits: Competitive salary, career growth opportunities, and a collaborative work environment.
- Why this job: Make a real impact by enhancing customer service and driving continuous improvements.
- Qualifications: Experience in service management within the utilities sector, preferably telecoms.
- Other info: Be part of a passionate team dedicated to transforming the industry.
The predicted salary is between 36000 - 60000 £ per year.
The Role
As a Service Manager you will be a key contact for our wholesale customers from onboarding, product launch to service delivery. You will lead regular service reviews, ensure service delivery provides excellent customer experience and be a key escalation point when needed. You will monitor key service metrics and KPIs, mobilize internal stakeholders or teams to drive projects and to resolve issues. You will support the management of annual contract cycles and ensure reporting obligations are met.
Responsibilities
- Leading the delivery of service projects as acting as the main delivery interface into our ISPs/wholesale customers, proactively monitoring team activities to meet delivery SLAs.
- Developing a strong understanding of the scope of delivery, commercial milestones, billing arrangements and any associated financial penalties that may be applicable.
- Leading the planning, delivery and execution of all specific client communication throughout the delivery lifecycle.
- Proactive communication with wholesale customers/ISPs including but not limited to regular service reviews via MSTeams and site visits.
- Establishing, managing and reporting of project highlights, risks and issues throughout the project lifecycle both internally to the management team and to client stakeholders.
- Establishing strong, operational working relationships with internal teams to enable efficient delivery of products, system updates or to deliver continuous service improvements.
- Ensure that there are regular meetings and ensure that Freedom Fibre meets any pre-existing Service Level Agreements (SLA) or modify and agree any amendments to the SLA that ensure Freedom Fibre is held to account for any work that they are required to deliver in a timely manner.
- Provide support to the planning and build teams, as appropriate, to ensure a smooth interaction between Freedom Fibre, its partners and suppliers.
- Own a continuous service improvement plan with each wholesale customer and translate this into a business wide improvement plan supported by metrics to drive priorities based on our customer impact.
- Report to management on a regular basis (timing and format to be agreed) on the performance of the service delivered to its clients and highlight risks and issues.
- Manage annual contractual obligations ensuring internal stakeholders are aware of our commitments and deadlines.
Personal attributes
- Excellent presentation/communication skills.
- Results oriented mind set with a proven track record of delivery.
- Ability to create, manage and report business metrics with recommendations for improvements.
- Personal drive and commitment and a desire to make a difference.
- Agile and pragmatic approach to problem solving.
- A team player.
- Demonstrate personal flexibility and mobility.
Experience & Qualifications
- Must have performed a similar role in the utilities sector, preferably telecoms.
- Experience of building strong relationships with both internal and external stakeholders.
- ITIL qualification desirable.
- Experience working with senior leadership teams.
- Computer literate and able to use conventional MS Office software suite of tools.
Our ideal fit
Someone who is passionate about the customer, proven track record in service management and managing large clients. They must be willing to get their sleeves rolled up from time to time to take this business from where it is now to an industry leader.
Service Manager Irlam · employer: Freedom Fibre Limited.
Contact Detail:
Freedom Fibre Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager Irlam ·
✨Tip Number 1
Get to know the company inside out! Research Freedom Fibre, their values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions related to service management. Think about how you've handled challenges in the past and be ready to share specific examples that highlight your skills.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Service Manager Irlam ·
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Manager role. Highlight your experience in service management, especially in the utilities or telecoms sector, and showcase any relevant achievements that demonstrate your results-oriented mindset.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your skills align with the responsibilities outlined in the job description. Keep it engaging and personal!
Showcase Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects your ability to communicate effectively. Use clear language and structure your documents well to demonstrate your presentation skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team at Freedom Fibre!
How to prepare for a job interview at Freedom Fibre Limited.
✨Know Your Service Metrics
Before the interview, brush up on key service metrics and KPIs relevant to the role. Be ready to discuss how you've monitored and improved these in past positions, as this will show your understanding of what it takes to deliver excellent customer service.
✨Showcase Your Communication Skills
As a Service Manager, communication is key. Prepare examples of how you've effectively communicated with stakeholders, both internal and external. Think about specific instances where your proactive communication made a difference in service delivery.
✨Demonstrate Problem-Solving Abilities
Be ready to share examples of challenges you've faced in service management and how you resolved them. Highlight your agile and pragmatic approach to problem-solving, as this will resonate well with the interviewers looking for someone who can think on their feet.
✨Understand the Company’s Vision
Research Freedom Fibre and understand their goals and values. Be prepared to discuss how your experience aligns with their mission to become an industry leader. This shows that you're not just interested in the role, but also in contributing to the company's success.
