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For Companies At a Glance
- Tasks: Lead service operations, improve processes, and enhance customer experience in a tech-driven environment.
- Company: Join a growing technology-led business with a focus on innovation.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Why this job: Make a real impact by shaping critical service operations in a dynamic industry.
- Qualifications: Experience in technical service roles and strong data insight skills required.
- Other info: Hands-on role with high visibility and career advancement potential.
The predicted salary is between 65000 - 75000 £ per year.
We are partnering with a growing, technology-led business to appoint a Network Service Operations Manager responsible for ensuring operational performance and customer experience across a national service network. This is a hands-on role at the heart of service delivery, ideal for someone who thrives on improving processes, using data to drive decisions, and ensuring services are reliable, efficient, and customer-focused. The environment includes hardware and software-based infrastructure, including EV charging systems, where uptime and performance are critical.
The Role
You will take ownership of day-to-day service operations, with a strong focus on operational insight for service delivery. By turning data into actionable insight, you'll improve performance, anticipate issues, and enhance the customer experience. You'll act as the bridge between customer-facing teams, technical functions, and external service partners, ensuring smooth issue resolution while leading a small team of two.
Key Responsibilities
- Service Operations & Customer Support
- Own and improve customer support operations, ensuring responsiveness and quality.
- Manage outsourced service providers, driving performance and accountability.
- Define and manage escalation pathways across support and technical teams.
- Monitor KPIs (response times, resolution, customer satisfaction, repeat issues) and drive operational improvement.
- Operational Performance & Service Delivery
- Take ownership of service reliability and operational uptime across the network.
- Manage maintenance and service partners supporting EV charging and other technical assets.
- Coordinate resolution of operational issues across internal teams and external providers.
- Implement preventative and continuous improvement initiatives using data-driven operational insights.
- Data, Insights & Customer Experience
- Use operational data to generate actionable insights for service delivery and performance improvement.
- Produce regular reports on usage, trends, and optimisation opportunities.
- Proactively engage with customers to improve operational performance and experience.
- Collaborate with product/tech teams to enhance digital tools and visibility.
- Cross-Functional Collaboration
- Act as the bridge between service operations, technical teams, and partners.
- Translate operational challenges into actionable improvements.
- Support the scaling of operations as the network grows.
- Contribute to the ongoing development of systems, processes, and platforms.
What We're Looking For
- Experience in technical service, aftersales, or operational performance roles within a tech-led environment.
- Strong data and digital insight capability - able to turn operational information into action.
- Experience managing outsourced service providers.
- Proven ability to improve service delivery, operational performance, and customer experience.
- Confident communicator, able to engage across technical and non-technical teams.
- Hands-on, proactive approach in a growing, evolving business.
- Experience leading or mentoring a small team.
- Exposure to EV charging, energy infrastructure, telecoms, or IoT systems would be beneficial but is not essential.
Why Apply?
- Own and shape a critical technical service operations function.
- Blend of hands-on delivery and strategic impact.
- High visibility role in a growing technology environment.
- Competitive salary, benefits, and hybrid working.
Network Service Operations Manager in Birmingham employer: Gerrell & Hard
Contact Detail:
Gerrell & Hard Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Network Service Operations Manager in Birmingham
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews like it’s game day! Research the company, understand their services, and think about how your experience aligns with their needs. We want you to walk in feeling confident and ready to impress!
✨Tip Number 3
Show off your problem-solving skills! In your conversations, share examples of how you’ve tackled challenges in past roles. We love hearing about how you’ve used data to drive decisions and improve processes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who can help us enhance customer experience and operational performance.
We think you need these skills to ace Network Service Operations Manager in Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Network Service Operations Manager. Highlight your experience in technical service and operational performance, especially if you've worked in tech-led environments. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving processes and enhancing customer experiences. Share specific examples of how you've turned data into actionable insights in previous roles.
Showcase Your Data Skills: Since this role involves a lot of data-driven decision-making, make sure to highlight your ability to analyse and interpret data. We love candidates who can demonstrate how they've used data to improve service delivery and operational performance.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Gerrell & Hard
✨Know Your Data
As a Network Service Operations Manager, you'll need to demonstrate your ability to turn data into actionable insights. Before the interview, brush up on relevant metrics and KPIs that are crucial for service delivery. Be ready to discuss how you've used data in past roles to improve operational performance.
✨Showcase Your Communication Skills
This role requires you to act as a bridge between various teams. During the interview, highlight your experience in cross-functional collaboration. Share specific examples of how you've effectively communicated with both technical and non-technical teams to resolve issues or improve processes.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Think about challenges you've faced in service operations and how you overcame them. Prepare to discuss specific situations where you improved customer experience or operational efficiency.
✨Understand the Tech Landscape
Familiarise yourself with the technologies relevant to the role, such as EV charging systems and digital tools. Being knowledgeable about these areas will not only impress your interviewers but also show your genuine interest in the position and the company’s mission.