Service Delivery Manager

eir evo NI

Objective

The mission of eir evo is to be the best communications and technology partner for our customers by providing advanced networking solutions that enable their businesses to achieve exceptional levels of mobility, agility, efficiency and competitive advantage. A key component to this is the delivery of excellent and efficient service and operational performance across eir evo. This is a key role within the Service and Delivery organisation.

Role

The Service Delivery Manager will work with the Service Manager who is the main point of contact between eir evo and clients throughout the lifecycle of our managed service delivery. The Service Delivery Manager will help to co-ordinate tasks across all areas of eir evo, the broader eir group and third parties to always ensure the highest standard of customer service. 

Tasks

• Assist in managing eir evo major customers who meet the following criteria:

• Clients who have deployed solutions that are complex in nature 

• Clients who have deployed solutions that are in a constant state of flux and require continuous involvement in change management procedures

• Assist in clearly defining, communicating and managing the scope, benefits and timescales of all SLAs associated with solutions delivered to the client

• Analyse and regularly review service performance against Service Level and Operational Level agreements including those of our third parties

• Work with the Service Manager to ensure the satisfaction of the customer’s stated and implied needs

• Provide regular reports on service performance and achievement to the customer and internally

• Maintain a working knowledge of eir evo’s strategic objectives and target solution areas

• Work with the Service manager to develop detailed processes to manage all elements of an SLA, liaising with suppliers, managing 3rd party involvement, managing customer relationship through execution phases etc.

• Work collaboratively with the Service Manger to continuously improve the service that we supply to our clients both from an internal and external perspective – for example, take learnings from the service we provide and identify improvements that is communicated to the relevant people within eir evo – work to get these improvements adopted and executed to the clients benefit.

• Work with virtual teams to deliver business solutions against agreed timelines – either as part of an agreed change control process or new business development

• Build and maintain relationships within key areas across eir e.g. networks, product management, sales channels, finance, wholesale, credit management, IT, billing, legal, regulatory and compliance where necessary

• Work alongside the Service Manager to collaborate with Business Development, Pre Sales, Design, Delivery and Product teams to ensure effective on-boarding of projects and setting of customer expectation

• Liaise with external customers and suppliers where necessary

• Contribute positively to the overall team culture and vision

• Manage own personal development effectively

• Contribute to the definition of the strategies we will use to achieve our operational day-to-day support needs.

• Build relationships and processes with relevant internal functions to provide an overall integrated support function for the customer as well as external 3rd parties where relevant

• Effective time management including allocation of time to appropriate activity to track contract profitability and change control

• Maintain Customer focus within the eir evo team and across the company

• Maximise personal contribution to the eir evo team

  • a. Contribute to the teamwork within the eir evo Team:

  • i Support other team members in the achievement of their key objectives

  • b. Act as a role model and ambassador for the eir values

  • c. Contribute to communication of direction and performance in the business at all levels

  • d. Promote knowledge sharing on key issues

• Role-model a performance management culture – 100% on time completion of objectives & development plans

Key Performance Indicators

• Achievement of contracted service levels for allocated customers

• Demonstrable customer satisfaction ratings

• Service Improvement initiatives 

• Remedial activity for service issues

Experience

• Industry Background 

• Managing external vendors

• Management of complex projects

• Knowledge of Operational activities

Line Manager

• Service Manager for NI
  

Contract Type

• Individual Terms