The Service Manager at AllPoints Fibre will manage service partnerships with customers and suppliers to ensure service is delivered to agreed service levels, and that the desired business value is achieved.
They will produce operational documentation to ensure service requirements are clearly understood and performance is reported and reviewed; use this as input into continual service improvement.
Role Overview
Customer Engagement
1. Own and report on Service Level Management.
2. Drive improvements with Service Improvement Plans (SIPs).
3. Represent customers’ requirements and interests.
4. Drive continuous service improvement (CSI) and service development, increasing customer satisfaction and Net Promotor Scores (NPS).
5. Accountable for developing and maintaining an industry-leading end-to-end service experience for customers.
6. Accountable for delivery of customer’s contractual service deliverables, including service levels and reporting.
7. Drive the performance of operational teams to support in-life service delivery to customers.
8. Own the relationship with key customer stakeholders for in-life service.
9. Maintain close engagement with associated sales teams.
10. Maintain close engagement with key account managers for larger customers and support with operational and service escalations.
11. Engagement with aligned third-party suppliers as appropriate.
Supplier Engagement
1. Working with product management and procurement, participate in supplier identification, evaluation, and selection.
2. Liaise with procurement to align service management with commercial management.
Management
1. Derive, measure, and collate appropriate KPIs to allow the performance and status of services in the portfolio to be clearly understood.
2. Capture risks and ensure effective mitigation approaches are agreed and in place, escalating high/very high risks.
3. Communicate major issues, escalating as required to reduce risk to SLA.
4. Collate service reporting documentation and ensure it is available to all relevant stakeholders on a timely basis.
5. Participate in and chair Service Relationship review meetings.
6. Regularly seek and collate feedback from key stakeholders from both parties on service performance.
Improvement
1. Initiate and manage Service Improvement Programmes (SIPs) where needed to eliminate unacceptable performance.
2. Use metrics and KPIs to drive continual service improvement, proposing contractual changes when necessary.
3. Collaborate on general service and process improvement where relevant.
Person Specification
Knowledge of Customer or Supplier Management in a wholesale environment.
ITIL Service Management certification would be desirable.
The benefits at APF...
At AllPoints Fibre, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance, and a health plan to help with day-to-day expenses such as eye care. We will even pay for you to get a massage!
Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.
Additionally, we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance and group life insurance, we offer cashback and voucher schemes to help cover living costs such as electricals and personal spending.
About us:
Established in 2021, AllPoints Fibre has grown from regional roots in Jurassic Fibre, Giganet, and Swish Fibre, to establish a national wholesale network.
APFN is now a leading wholesale provider of full-fibre broadband solutions, dedicated to transforming the digital landscape by delivering ultra-fast, dependable, and affordable internet services to businesses and homes across the UK. We are committed to providing exceptional customer service, creating innovative products and services whilst leading through sustainability.
We have set ourselves the goal to become the best place to work; we recognise that our people are at the heart of what we do - join us on our journey to become the UK’s most recommended way to connect!
Next steps
If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up an initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more detail.
One last thing...
AllPoints Fibre values diversity and is committed to creating a diverse and inclusive environment for all employees. Help us create a secure, inclusive digital world where diversity fuels innovation; your vision, your voice, and your skills have a place here!
If you require any reasonable adjustments to be made during your interview process, please tell us in your application.
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