The Service Delivery Manager at AllPoints Fibre joins our commercial team, managing the service partnerships with our valued customers and suppliers. We would love to hear from experienced Service Managers who can bring their customer focus to help deliver a national wholesale fibre network to the UK.
AllPoints Fibre (APF) are on a mission to connect the UK with a better digital future and we need enthusiastic, innovative individuals to help us do that. We are a small, collaborative team working together to drive innovation. In this role you will ensure service requirements are clearly understood and performance is reported and reviewed; ensuring continual service improvement.
We offer a hybrid working environment and would love it if applicants can work 1 or 2 days a week in our Reading or Fareham office.
Key Responsibilities
* Own and report on Service Level Management.
* Drive improvements with Service Improvement Plans (SIPs)
* Represent customers’ requirements and interests.
* Drive continuous service improvement (CSI) and service development, Increasing customer satisfaction and Net Promotor Scores (NPS)
* Develop and maintaining an industry leading end-to-end service experience for customers.
* Accountable for delivery of customer’s contractual service deliverables, including service levels, and reporting etc.
* Driving the performance of operational teams to support in-life service delivery to customer.
* Own the relationship with key customer stakeholders for in-life service.
* Measure, and collate appropriate KPIs to allow the performance and status of services in the portfolio to be clearly understood.
* Capture risks and ensure effective mitigation approaches are agreed
* Communicate major issues, escalating as required to reduce risk to SLA.
* Collate service reporting documentation and ensure it is available to all relevant stakeholders on a timely basis.
* Participate in and chair Service Relationship review meetings.
* Regularly seek and collate feedback from key stakeholders from both parties on service performance
Person Specification
The ideal candidate will have worked in a similar role and be passionate about Customer or Supplier Management. For this role you will need the ability to clearly communicate with internal and external stakeholders and be confident in your approach to service management. AllPoints Fibre follow ITIL methodologies for Service Management closely, so experience in this area would be beneficial.
The Benefits
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, group life insurance we offer cashback and voucher schemes to help cover living cost 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.
We are on a missions to create a wholesale network that can serve millions of homes and businesses connect to a better digital future.
To help us achieve this mission we need a Service Delivery Manager to take us on this journey.
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 forwards to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up and initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more details.
One last thing...
AllPoints Fibre value diversity and are 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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