Service Performance Specialist
Location
Reading, Berkshire | United Kingdom
Job description
Accountable for measuring what level of assurance is required to ensure the service is being operated at its most optimal level of efficiency and effectiveness
Accountable for actively managing the risks associated to maintaining the service and provides recommendations associated with improving the service across the enterprise with the goal of increasing business performance
Accountable for the provision of all facets of insight derived for balanced scorecards utilized by service owners in the delivery of service
The typical planning horizon is variable and aligned by service reporting that can be ad-hoc, weekly, monthly, quarterly.
Job Description
- Clearly establishes performance goals related to the delivery of services across all channels (IT service desk, call center, self-service, network, finance), and communicates them to all key stakeholders
- Actively manages the risks associated to maintaining the service and provides recommendations associated with improving the service across the enterprise with the goal of increasing business performance
- Improves visibility into service performance, and accurately measures progress towards defined objectives
- Facilitates continuous assessment, evaluation, and refinement of core service processes to eliminate waste and reduce support-related costs. Provides Service Owners with recommendations for entry and exit criteria for the planning, deployment and change of services during the service lifecycle.
- Provides recommendations to the business to improve NPS and end user satisfaction
- Provides service owners with balanced scorecards for all services covering all facets of service: customer experience, quality management, financial, security and compliance
Qualifications
- Experience of service performance analysis within telecommunications with aptitude for tracking and understanding impacts (internal and external) to service
- Experience of working with and influencing within teams
- An ability to demonstrate how they add value and contribute to team successes and outcomes
- Ability to make decisions, problem solve, work and collaborate within teams
- Flexibility and agility to move between role types within teams. Understands relationships within those teams and their key stakeholders
- A keen interest and drive in self-development and learning, being open to feedback, challenges and opportunities
- Will have hands-on, day-to-day understanding and technical subject matter experience of their area
- Specialist knowledge required for the role including relevant standards, regulations, frameworks, technologies and process
- Will be able to demonstrate implementing and making recommendations for improvements that are in line with strategies
- Ability to contribute to operational plans within their area that puts the customer experience first
- Will have an understanding of Three’s products and services and how we differentiate in the market
- Will be able to understand and analyse the data and insights in their area to support management and leadership teams to make effective and informed decisions
- Ability to work in a fast-paced changing environment enjoying the challenges and opportunities this brings
- Can demonstrate being able to effectively prioritise work based on time, cost, quality parameters
- Will have experience of working directly with partners on a regular basis
Additional Information
- Competitive annual salary, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
- Hybrid working between your home (2-3 days a week) and our brand new Reading HQ office at Green Park (2-3 days a week)
- 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
- Private Medical Insurance, Life Assurance and Income Protection
- Free mobile phone package & unlimited sim-card
- Free on-site car parking
- Plus lots more including well-being and learning & development benefits!
Salary range for this role start's at £40,960, and exact salary will differ by job and experience
Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.
At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.
Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.
Job tags
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