Head of Outsource Service Operations
About This Role:
As part of our on-going reshaping within eir evo our strategy has been to re-position eir evo as an integrated telecommunications and information technology services provider. A key part of this strategy is the provision of Operational capability to support the Solutions & Services that we are selling and delivering in eir evo. A critical role within the organisation is the Head of Outsource Service Operations. This role has responsibility to define, develop, plan and manage all Operational functions responsible for all our dedicated outsourced teams. Owning and managing the direct relationship with our Key Customers.
Expectations From The Role:
Lead & manage an outsource Service Operations function that acts as a single location for all operational activities for Major outsourced Customers.
Own and manage the key customer relationships driving service performance, stability and continuous service improvement.
Build relationships and processes to support effective Operational management within the outsourced team.
Re-define key processes and procedures to enhance the service provided today
Implement Service Levels and Key Performance Indicators across the Team to ensure all service metrics all aligned.
Contribute, develop and execute the customer service strategy
Successfully delivering the required Customer Experience across the operations team.
Developing the capability of the Operations Team, identify key areas for growth.
Support the achievement of eir evos’ wider strategic, financial, operational and customer objectives
Drive the adoption of eir evo’s Values into both the Customer Service function and eir evo
Maximise personal contribution to leadership of eir Business & the Group overall
Support the wider eir evo Teams in acquiring new Business, contributing to bids and supporting new business strategies.
Implement comprehensive reporting across the Operations Teams, providing outputs on a
Monthly basis detailing key highlights and areas for improvement.
Working with the Operations Teams identify key areas for improvement across ticket management, customer comms and quality of information provide to our Customers.
Requirements For A Successful Application:
- Qualifications – Business/Science Degree/Masters/MBA
- Experience - Min 10 years industry experience Telco / ICT
- Industry Background – Comms/ICT/Consulting/SI
- Experience in large scale ICT Managed Service solution delivery
- Managing external vendors
- Management of complex projects
- Knowledge of Operational activities
- Knowledge of Fixed Line Telecoms technology and infrastructure
Others:
