Service Improvement Manager

JOB DESCRIPTION

The Service Improvement Manager will drive and support operational improvements by ensuring all processes and procedures operate efficiently and where appropriate drive change in the business areas. You will also provide high quality strategic and root cause analysis to support the Transitional Service Agreements. You will align and collaborate between global functions like Network, Technology, IT and Product to secure operational excellence with our service partners.

JOB PURPOSE

• Ensure contractual obligations (e.g. SLA/KPIs) are met and service credits are minimized.
• Drive and improve service provider performance via improvement plans, performance monitoring and auditing.
• Build relationships with customer operational teams ensuring best in class service delivery and high customer satisfaction.
• Ensure excellent performance of our platforms and ensure best practices are applied in the area of Service Management.

Key Accountabilities

• Ensure we are meeting our operational obligations to the satisfaction of the customer and initiate the appropriate course of action for failures.
• Ensure regular reviews of service performance from Network, IT and Mobile perspective.
• Maintain close relationships with internal managers in order to drive performance and operational alignment.
• Develop and sustain relationships with operational suppliers.
• Converse with Technical teams and explain sophisticated technology to non-technical people and cross functional E2E coordination within the division as well as across LG.
• Create new and amend existing processes to drive consistency and improvements within Operations.
• Understand incident root cause by analysing incidents and associated data.
• Collating, validating and analysing operational data from multiple systems.
• Gauging levels of operational risk to our customers.
• Identifying if and where processes are not working as they should and advising on changes to be made.
• To create, manage and drive operational improvements and propose appropriate actions/steps to avoid repeat incidents and improve operational performance.
• To create presentations to be shared with various audiences explaining the position of the TSA’s (current performance, trending, root cause, risks & opportunities).

We tend to look for people with:

• Proven experience within a large scale international Telecommunications environment.
• Ability to communicate on various levels with external customers.
• Knowledge of HFC, IP & Optical networks, Video systems & applications and their interdependencies.
• Strong record of expertise in driving operations through partner and vendor management.
• Experience in working with operations teams and contributing to the operations processes in multiple customer environments.
• Deep knowledge of working across multiple technology platforms and end-to-end service architectures.
• Experience in a service delivery environment where the product and service is heavily dependent on IT platforms and constantly evolving technology.
• Understanding of IT Service Delivery platforms, monitoring and BSS/OSS systems.
• Ability to analyse data and apply it to make sound business decisions.
• Experience with Incidents/Problems/CRQs and the data on ticketing system and the ability to review information within the system to draw conclusions and drive solutions.

ESSENTIAL CRITERIA

• Customer focused mind-set without losing sight of company’s commercial objectives.
• Ability to remain calm and thoughtful under pressure.
• Natural networker who is dedicated to building strong relationships.
• Required skills include:
• • Good communication skills.
  • Ability to prepare and deliver professional presentations.
  • Collaborative working.
  • Interest in fostering positive relationships.
  • Fluency in English is required.

DESIRABLE CRITERIA

• Bachelor’s degree or equivalent experience in IT Service Management and/or Technology/Engineering.
• ITIL/eTOM Foundation / ITIL v3, Six Sigma and Prince2.

Some of the Benefits that we offer are:

• Competitive salary + Eligibility for our Bonus Plan.
• 25 days annual leave with the option to purchase 5 more.
• 3 Days of Volunteering Time Off.
• Free access to LinkedIn Learning & Coursera to continue to develop and grow your career with us.
• Free premium subscription to Calm – a renowned well-being & meditation app (NL only).
• Company Laptop, Mobile and Phone Subscription.
• Company Pension Contributions.
• Access to our car benefit scheme (UK only).
• Access to personal medical and dental insurance (UK) / Subsidies on Health Insurance (NL).
• Access to discounts on superfast fibre broadband subscriptions.

Liberty Global is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. We’re 100% committed to having a workforce that represents every part of our society. So we’re keen to hear from candidates of all background and circumstances.