Role: Service Ops Jeopardy Lead
Salary: £30,000 - £35,000
Location: Irlam
The Role:
As a Service Operations Jeopardy Lead you will be responsible for ensuring that our customer service requirements are met, with the aim of enhancing customer satisfaction and improving the overall customer experience across all service levels for both new connections and network faults.
With a clear focus and alignment to contractual requirements, the Jeopardy Lead will play a key role in supporting all operational teams to provide efficient and effective resolution to at risk services while providing dedicated problem-solving techniques.
Result Areas
1. Proactively highlight any risks which impact Service Ops service levels working in full collaboration with Service Management and all B2B support teams to ensure we exceed partners expectations.
2. Monitor inflight tasks to proactively identify risks to SLAs and coordinate resolver teams to prevent breaches and poor service.
3. Work with the service delivery team to identify repeat issue and drive continuous service improvements.
4. Through structured risk and problem management processes monitor all delivery and assurance tasks which alerts Service Desk Analysts when tasks may fall into a jeopardy status.
5. Supporting the Service Desk Analysts with both residential and B2B installs/activations, identifying at risk orders and faults with a clear focus on SLA adherence.
Relevant Experience
1. Experienced at working within a service operations environment (assurance & delivery)
2. Excellent understanding of network provisioning and diagnostics.
3. Problem / Incident / Change Management problem solving
4. Strong vendor management skills across a service environment
5. Good working knowledge of Microsoft Office packages including Word, Excel and PowerPoint