Service Operations Manager
Company:
Support to Win.tv, is the hosted telephony support service from Train to Win.tv, the leading telecoms training company for the channel. We’ve used our decades of expertise in training and development and merged it with an unparalleled knowledge of the platforms in the market to create a truly differentiated support service.
We provide a fully managed services to industry Service Providers. Our services offer care of all non-commercially impacting change requests by end users. This includes all Moves, Add’s, Changes and Provisioning of services.
orking closely with other members to maintain the company’s high performance whilst working to deliver the overall strategy for the business. This includes collaborating with the management teams to maintain and improve processes, procedures and systems to advance the operation of the team
The Head of Service Operations will be a key stakeholder for high priority and high value projects, providing escalation support to the teams. They will lead, manage, coach and motivate the teams to deliver results to ensure the achievement, stretch and improvement of agreed KPIs
They will also need to measure skillset, competence and the team’s attributes to ensure achievement of the team’s succession plans. They will need to lead by example and develop and maintain a healthy, open and honest relationship with colleagues and customers.
Key Responsibilities
- Owns and manages all customer communications or escalations pertaining to new install orders and service desk management
- They will have authority to deviate from defined processes to ensure customer satisfaction.
- Conduct all Service delivery and service management performance reviews with their team.
- Knowledge of Service Delivery and Service Support disciplines
- Experience of managing teams to meet high levels of service in a dynamic and fast paced environment
- Works with others in a collaborative and solutions focused manner to achieve win-win outcomes
- Ability to recognise the value & responsibility of working in a team
- Actively supports and develops team members, quick to identify and problem solve any issues
- Effectively plans to anticipate problems, plans for worst-case and best-case scenarios
- Committed to upholding professional standards
- Takes responsibility for own actions & visibly supports the senior leadership team and their agenda
- Self-motivated & self-aware - recognizes own strengths & weaknesses and is committed to development
- Takes a broad interest in the success and development of the company
- Essential - 2 Years working experience in the comms industry
- Essential - Broad understanding of Unified Communications
- Essential - Strong organizational skills
- Essential - Motivational and leadership experience
- Gym membership
- Team events
If interested, please contact - careers@supporttowin.tv