About the role

To act as trusted advisor to your allocation of LEPS customers, managing the service delivery to contractual requirements for Mobile and Complex ICT services in an Enterprise environment.  This role will drive customer satisfaction and be measured in relation to the customers overall perception of our business.  To carry out all Service Delivery Management related duties in support of this including high profile and major incident management, day to day customer relationship management and contact strategy and Commercial control. Additional responsibilities include delivery of contractual service commitments and development of the overall service and delivery strategy. Managing the continual service improvement plan and customer satisfaction index and taking the relevant steps to drive improvement and where required, corrective actions. 

Key Responsibilities

• Delivery of Mobile and Complex ICT services during in-life contract periods.
• Accurate auditable reporting of performance against agreed contract SLAs and delivery against these.
• For Complex and Multi Tower ICT services, supporting the delivery of new services and systems into live operation for business units and subsidiaries.
• Ensuring all configuration and documentation systems and processes are fit for purpose and supporting the requirements of the customer.
• Ensuring that the learnings derived from all post incidents are implemented as appropriate.
• The role requires significant indirect people management capabilities covering a wide range of disciplines from design to operations.
• In conjunction with other technology and process teams, create, develop, and manage a continual service improvement plan (CSIP) for allocated customers that provide measurable benefit to the customer and our business.
• Agreement and achievement of financial targets to maximise revenue and reduce the overall cost to serve.
• Focuses actions to satisfy customer needs – internal and/or external- through creative solutions that exceed expectations. Achieves this through anticipating customer requirements and constructing and maintaining long term relationships.
• Ensure the UK elements of the contractual obligations and commercial plan are managed to agreed targets.

 

What We Need from You:

Essential Skills:

• Proven experience in the ICT, system integrator, mobile, IT and network outsource fields, providing onward services to multi-national and enterprise level customers.
• Multiple technology towers delivered to one or more Enterprise customers.
• Proven track record of Service delivery to business customers for mobile; information technology or telecommunications.
• The ability to influence decisions made within the virtual teams of which you have frequent interaction.
• Service management concepts and processes including incident, change and problem management. (ITIL v3 Foundation minimum)
• A demonstrable track record of problem solving, and decision making with the ability to collect, organise and assess facts and opinions and articulate reasoned decisions.
• Commercial acumen, proven cost control and demonstrable experience of service-related cost models
• Managing 3rd party vendor relationships in complex technology and service delivery environments
• Ability to communicate at all levels, both organisationally, and between technical, non-technical teams, and business functions.