Senior Service Delivery Manager - Defence

About us

Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option. And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities. Conventional home broadband doesn’t always work for them. Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms. We take the complexity out of connectivity.

The opportunity

We are looking for an experienced Senior Service Delivery Manager (Defence) to join our team. We need a passionate, high performing individual to consistently provide a high level of service through day to day engagement and relationship building, budget management, service performance reporting, problem & issue management and continuous improvement. Your passion for providing excellent customer service and relationship development and your strong interpersonal and leadership skills will help us ensure that we are consistently delivering excellent customer services for our customer and especially their end users. As a critical part of our operations you will be working with stakeholders across our program management, delivery, finance and support teams to act as a point of escalation, and continuously maintain and improve the customer experience.

Key areas of focus

• Joining our Client team, you will be responsible for customer satisfaction for the direct client as well as their users and stakeholder community by ensuring exceptional end to end service, in line with contracted terms.
• Work with finance and the delivery teams to ensure accurate billing, minimising disputes, and payments in line with the contract terms.
• Work with the finance partner to produce monthly and quarterly customer-facing financial summaries for actuals and forecasts for program delivery and ongoing service.
• Act as first point of contact for external service enquiries and escalations.
• Ensure timely and quality responses to customer queries.
• Schedule and chair customer meetings including regular service reviews with key customer stakeholders.
• Build and maintain good customer relationships across our key markets.
• Understand our customer obligations, including SLAs, and regularly track and review performance against these obligations.

Service performance & reporting

• Use our support systems to produce regular service reports and quality documentation covering SLAs, service performance, incidents and problems.
• Analyse and present service data to customers via reporting and service reviews.
• Use service data and customer feedback to identify trends and areas of opportunity for improvement.
• Manage internal stakeholders through regular reporting and engagement.
• Continuously improve customer experience through effective design and implementation of CSIPs.

Working as part of our team

• Work with members of our operations teams to ensure tasks are carried out in a timely manner and in line with customer expectations.
• Use your knowledge of our customers to support the Wifinity team to identify areas of success and improvement.
• Understand and engage in the incident management process, acting as the liaison between Wifinity and customer where required.
• Understand and engage in change management processes, and take accountability for the review of changes to ensure minimal impact to services and customer experience.

Customer Driven

• Identify and assess customers’ needs to achieve and exceed customer satisfaction.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure resolution.

About you

You will be a hungry, energetic individual with a real passion for delivering excellent customer experiences. You value creating strong relationships and are able to engage with people from all levels. You put the customer at the heart of everything that you do, and enjoy working as part of a team to deliver great outcomes.

We are looking for someone that:

• Possesses strong understanding of the defence sector.
• Has strong leadership skills and is able to engage individuals across all levels of an organisation.
• Has strong written and verbal communication skills, and is able to analyse and present complicated data in a clear and concise way.
• Is detail oriented and able to analyse information and data coming from different sources.
• Is able to work independently and as part of a team in a fast-paced environment.
• A people person with the ability to enjoy others' company and build relationships with people at all levels.

Your experience

• Experience in service delivery management in the WiFi market or telecommunications industry.
• An understanding of ITIL best practices, particularly Incident, Problem & Change.
• Proven record of producing quality service reporting.
• Understanding budget and P&L reporting.
• Experience in stakeholder management including attending service reviews.

It would be nice to also have, but not essential:

• An understanding of Networks, specifically WiFi and Wired internet solutions.
• Experience of working with Layer 2 circuit suppliers such as Openreach, SKY, TalkTalk.
• Understanding of consumer insight methodologies.

We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance.

Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check. At Wifinity we are committed to providing a positive environment in which individuals do not encounter bullying or harassment on the basis of protected characteristics which are identified by law (including sexual harassment). We are committed to treating candidates and employees with courtesy, dignity and respect.