Location
England | United Kingdom
Job description
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 Head of Service Delivery to lead, coach, mentor and grow a team of Service Delivery Managers operating across Wifinity’s core markets.
Your versatility and commercial acumen will see you Head the function with oversight of the team deliverables, whilst also being responsible for a handful of key priority client relationships. You will lead on performance reporting, issue management, driving process and quality improvement whilst ensuring delivery against SLAs and acting as a point of escalation. Working closely with our Head of Operational Excellence and SLT, you will be comfortable client facing and will have key input into bid process for all associated service delivery elements. You will also be the gateway for governance and work closely with our Service Transition team when taking acceptance of new sites.
Key Responsibilities:
Your day-to-day role will consist of the following responsibilities, you may be required to carry out further responsibilities at the company's discretion.
- Work closely with the internal Heads of support functions and the Senior Leadership Team to ensuring performance is at a high standard and as per the terms of our customer contracts.
- Own the Escalation processes, ensuring high levels of performance across services, and establishing service improvements when required.
- As owner of the escalation process you will take ownership of major incidents related to business customer accounts, to ensure coordination of resolving parties, effective communication to stakeholders and post incident reviews.
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Champion Service and Support in projects and develop a strong understanding of projects impacting your service area, ensuring service impact is minimised.
- Be accountable for the quality of Service and performance; ensuring future demand from growth.
- Work with the Account Managers, Sales Directors and Project teams to ensure impact of client and internal projects is understood and factored into Service Delivery
- Drive internal and third-party service review meetings covering performance, service improvements, quality and processes.
- Make recommendations for Service Improvement Plans to the Director of Operational Excellence and Senior Leadership Team, and ensure actions are followed through to completion in a timely manner.
- Provide regular and accurate management reporting on Service performance to the Director of Operational Excellence and Senior Leadership Team
- Be an ambassador for Wifinity, working across multiple customer markets, providing effective communications and build relationships and reputation with stakeholders.
Team Leadership:
- Management of a team through:
- Leading high performing multiple teams to ensure operational delivery aligns with and achieves strategic vision.
- Providing feedback through mentoring and coaching on individual development, skills and training requirements within the team.
- Conducting performance reviews to ensure the team is performing up to standard.
- Implementing local rewards and recognition in line with Wifinity policies.
Customer Driven:
- Identify and assess customers’ needs to achieving and exceeding 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 can engage with people at 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.
You are able to lead and motivate a team, and have strong leadership, coaching and mentoring skills.
- We are looking for someone that:
- Demonstrates the ability to undertake the above responsibilities, is self-motivated and shows strong leadership.
- Has a passion for Service Improvement.
- Is an experienced Service Management professional.
- Is experienced in building and developing customer relationships to a Senior Level.
- Has previously managed and grown delivery teams.
- Has demonstrable experience in service reporting, data analysis, creation and presentation of quality reports and their representation to senior stakeholders.
- Is familiar with the Service governance cycle.
- Has excellent written and verbal communication skills.
- Has excellent customer facing/customer service skills and has excellent organisational skills.
- Owns the ability to manage sensitive and sometimes confidential information and is able to demonstrate initiative and a proactive approach.
Your experience and knowledge:
- An understanding of Networks, specifically Wi-Fi and Wired internet solutions.
- Experience in service delivery management at a Senior level in varied commercial environments such as managed services and outsourced environments.
- Experience in setting and delivering service standards on customer contracts, including engaging in the sales and bidding process to represent service delivery products and standards.
- An understanding of ITIL best practices, particularly Incident, Problem & Change.
- Proven record of delivering quality services to contract.
- Experience in stakeholder management to COO/CEO level.
It would be nice to also have:
- Experience in an MSP environment.
- Experience of working with Layer 2 circuit suppliers such as Openreach, SKY, Talk Talk.
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 pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate and whose hiring outcomes and commitments are based upon your talent and experience.
This advert can be available in other formats (upon request) for those who require it, please contact [email protected] for assistance.
Job tags
Salary
