About the Role:

This is a new opportunity within the Smart Metering Service Operations organisation. The role will focus on supporting a team in managing the availability of User Integrated Test (UIT) environments, and the VMO2-supplied hardware utilised to support the rollout and operation of Smart Meters. This role includes working closely with Smart DCC, representatives of the Energy Industry, and other ecosystem Service Providers to support the provision of e2e service, and to help with driving investigation into issues that arise from any testing activity. 

You will need to collaborate with a wide variety of stakeholders, both internal and external, driving investigations, working with a number of support teams to ensure a positive outcome/experience for our customers.

We are ‘customer led’ and deliver a framework where we knowingly deliver excellent customer services and experience.

Key Responsibilities:

• Support the Service Manager and Comms Hub Engineers with daily activities supporting the provision of excellent service experience for our customers
• Manage the User Integration Testing environments, ensuring they are fit for purpose and ready for use by the energy industry
• Support asks/escalations from customers concerning test-related activities, and occasionally other activities outside of the testing space
• Support the wider Service Management team in any key activities that relate to the provision of service, hardware, etc.
• Build strong relationships with customers, other ecosystem service providers, and our internal suppliers
• Support any requests for new Remote Test Labs (RTL) and/or any requests to move RTLs from one location to another.
• Communicate with key customer stakeholders to ensure they are kept up to date with progress of any requests/issues relating to testing services
• Be prepared to get stuck in straight away, absorbing knowledge of the service and technical interfaces to aid with driving Incidents to resolution and identifying continual improvement opportunities
• Be hands on when it comes to Incident and Problem Management, acting as a coordinator to help drive issues through to resolution with support from an array of technical teams

What We Need from You:

• Demonstrable passion for service excellence.
• A strong team player, but also someone who is prepared to stand up for what they believe is right for the customer.
• Good stakeholder management skills acquired from many different experiences
• Anticipates customer (internal/external) requirements to build and maintain long term relationships
• Ability to convey complex problems in a simple and concise way, either in presentations, emails or technical discussions
• ITIL V3/V4 Proficient
• Experience of mobile services, ideally in the context of Smart Metering (nice to have)