At a Glance
- Tasks: Lead service delivery for wholesale customers and ensure excellent customer experience.
- Company: Join a dynamic team at Freedom Fibre, focused on innovation and customer satisfaction.
- Benefits: Enjoy flexible working hours, extra birthday leave, and team celebrations.
- Other info: Be part of a supportive environment with opportunities for personal growth.
- Why this job: Make a real impact in the telecoms sector while building strong relationships.
- Qualifications: Experience in service management within utilities, preferably telecoms, is essential.
The predicted salary is between 40000 - 50000 € per year.
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.
- Identify opportunities to maximise contractual value against major contracts.
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.
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.
Benefits
- We value that you get more time with your family and friends.
- We also offer an extra day for your birthday!
- We value work-life balance highly, therefore we have flexible working hours.
- Twice a year we celebrate our successes as a team.
Service Manager in Irlam employer: Freedom Fibre
At Freedom Fibre, we pride ourselves on being an exceptional employer that values work-life balance and fosters a collaborative work culture. As a Service Manager, you will enjoy flexible working hours, an extra day off for your birthday, and the opportunity to celebrate team successes biannually, all while contributing to meaningful projects that enhance customer experiences. With a strong focus on employee growth and development, we empower our staff to take initiative and drive improvements, making this an ideal place for those looking to make a significant impact in the telecoms sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Manager in Irlam
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Freedom Fibre. A friendly chat can sometimes lead to opportunities that aren’t even advertised.
✨Tip Number 2
Prepare for interviews by practising common questions related to service management. Think about how you’d handle specific scenarios, like managing client expectations or resolving issues. We want to see your problem-solving skills shine!
✨Tip Number 3
Showcase your passion for customer service during interviews. Share examples of how you've gone above and beyond for clients in the past. We love candidates who are genuinely excited about making a difference!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows you’re keen and professional, which is exactly what we’re looking for at Freedom Fibre.
We think you need these skills to ace Service Manager in Irlam
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in service management, especially in the utilities or telecoms sector. We want to see how your skills align with our needs!
Showcase Your Communication Skills:Since this role involves a lot of communication with customers and internal teams, be sure to demonstrate your excellent presentation and communication skills in your application. We love seeing candidates who can articulate their thoughts clearly!
Highlight Your Results-Driven Mindset:We’re looking for someone with a proven track record of delivery. Include specific examples of how you've successfully managed projects or improved service delivery in your previous roles. Show us the impact you’ve made!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Freedom Fibre
✨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 both internal teams and external stakeholders. Think about specific instances where your communication led to successful project outcomes or resolved issues.
✨Demonstrate Problem-Solving Abilities
Be ready to share examples of challenges you've faced in service delivery and how you tackled them. Highlight your agile and pragmatic approach to problem-solving, as this will resonate well with the interviewers looking for someone who can adapt and find solutions.
✨Understand the Company’s Values
Research Freedom Fibre's values and culture before your interview. Be prepared to discuss how your personal drive and commitment align with their mission. Showing that you’re passionate about customer service and continuous improvement will set you apart from other candidates.
