Senior Service Delivery Manager - Defence

About us

Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option.

And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.

Conventional home broadband doesn’t always work for them.

Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.

We take the complexity out of connectivity.

We are looking for an experienced

Senior Service Delivery Manager (Defence) tojoin our team.

We need a passionate a high performing individualtoconsistently providea high levelof service toone ofthroughday to dayengagement and relationship building,budget management,service performance reporting, problem & issuemanagementand continuous improvement.

Your passion for providing excellent customer serviceandrelationship development and your strong interpersonal and leadership skills will help us ensure that we are consistently delivering excellent customer services for our customer and especially theirend users. As a critical part of ouroperationsyou will be working with stakeholders across our program management, delivery,financeandsupport teams to act as a point of escalation, andcontinuouslymaintainand improve the customer experience.

Joining our Client team, you willbe responsible for customer satisfaction for the direct client as well as their users and stake holder communityby ensuring exceptional end to end service, in line with contracted terms.

• Work with finance and the delivery teams to ensureaccuratebilling, minimising disputes, and payments in line with the contract terms
• Work with the finance partner to produce monthly and quarterly customer-facing financial summaries for actuals and forecasts for program delivery and ongoing service
• Act as first point of contact for external service enquiries and escalations
• Ensuretimelyand quality responses to customer queries
• Schedule and chair customer meetings including regular service reviews with key customer stakeholders
• Build andmaintaingood customer relationships across our key markets
• Understand our customer obligations, including SLAs, and regularly track and review performance against these obligations

• Use our support systems to produce regular service reports and quality documentation covering SLAs, service performance,incidents and problems
• Analyse and present service data to customers via reporting and service reviews
• Use service data and customer feedback toidentifytrends and areas of opportunity for improvement
• Manage internal stakeholders through regular reporting and engagement
• Continuously improve customer experience through effective design and implantation of CSIPs

• Work with members of our operations teams to ensure tasks are carried outin a timely mannerand in line with customer expectations
• Use your knowledge of our customers to support the Wifinity team toidentifyareas of success and improvement
• Understand and engage in the incident management process, acting as the liaison between Wifinity and customer where required
• Understand and engage in change management processes, and take accountability for the review of changes to ensure minimal impact to services and customer experience

• Identify and assess customers’ needs to achieving and exceeding customer satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Handle customer queries, provide appropriate solution sand alternatives within the expectedtime frameand follow up to ensure resolution

You will be a hungry, energetic individual with a real passion for delivering excellent customer…