Job Description
Incident Assurance Manager\n\nPermanent\n\nReading - Hybrid working\n\nMBNL deliver and manage the mobile infrastructure that enables digital Britain. This is achieved by providing Transmission, Infrastructure Assurance and Tower and Operational Services to EE/BT and Three. The Operational Services directorate is accountable for ensuring the network sites are always accessible and available.
It undertakes the operation, enablement, and management of the network infrastructure to enable EE/BT and Three to deliver their best customer experiences at the lowest cost.\n\nReporting to the Senior Incident Assurance Manager, this role will involve relentlessly managing the delivery of Incident Assurance services by the supplier ecosystem to achieve agreed business outcomes and performance targets set by EE/BT, Three and the MBNL AOP.\n\nWhat you will do:\n\nManage and proactively drive Service and Site Availability and Incident resolution and ticketing KPI's and quality issues against contractual obligations and industry benchmarks.\nIdentify and contribute efforts which will improve the methodologies, processes, systems, controls, capabilities, and relationships required to deliver service availability.\nCreate a high performing, service-led organisation.\nEnsure and manage service providers in adherence to the incident management service outlined in the contract and relevant Service Operations Manuals (SOM's).\nManage Supplier led Emergency Site Restoration, Dead Sites process and Incident lists.\nAssure and ensure incidents are recorded accurately in terms of event durations and impacts.\nManage cases where mediation is required to ensure correct ownership of tickets.\nBe an escalation point for jeopardy management where a resolving agency wrest within MBNL \n\nWhat we are looking for:\n\nTechnical understanding of Mobile Telecommunications networks and infrastructure\nExperience in Telecommunication Operations and/or/deployment\nIncident management and escalation management experience\nAbility to work in a highly pressurised environment\nStrong knowledge of the methodologies, processes and capabilities required to deliver best in class technical and business services.\nExperience of building deep, effective relationships and an understanding of organisational politics. An ability to use these to socialise and influence stakeholders.\nExcellent communicator with exceptional organisational skills\nExperience of working with, briefing, and influencing senior stakeholders. \n\nNice to have:\n\nExperience of managing and collaboratively working remotely located, cross-functional teams.\nStrong safety/quality/compliance knowledge of mobile or fixed network technologies.\nExperience of working in or with a JV organisation \n\nMBNL - building strength through inclusion.
At MBNL we embrace equality, diversity, and inclusion. People are at the heart of everything we do and collectively we strive to create an environment where everyone can flourish. By fostering an inclusive environment, we are championing each other's uniqueness.
Inclusion & Diversity within MBNL will unlock innovation and continue to evolve how we work, to help us deliver world class infrastructure for our Shareholders and their customers. We will work creatively to offer flexible working arrangements, (like non-standard hours, part-time, remote working). We want to support you to build your career without sacrificing your personal priorities.
MBNL are proud recipients of the Armed Forces Covenant Gold Award, and Disability Confident accredited.\n\nTo apply for the Incident Assurance Manager please send your CV to \n\nProject People is acting as an Employment Agency in relation to this vacancy