Service Manager; Maternity Cover

Here at AllPoints Fibre (APFN), we're transforming fibre connectivity across the UK and that's no small task. So, we're on the hunt for talented individuals to join our journey.

We’re on the lookout for a Service Manager to manage service partnerships with customers and suppliers to ensure service is delivered to agreed service levels, and that the desired business value is achieved. Produce operational documentation to ensure service requirements are clearly understood and performance is reported and reviewed; use this as input into continual service improvement.

• Own and report on Service Level Management
• Drive improvements with Service Improvement Plans (SIPs)
• Represent customers’ requirements and interests
• Drive continuous service improvement (CSI) and service development, Increasing customer satisfaction and Net Promotor Scores (NPS)
• Remain accountable for developing and maintaining an industry leading end-to-end service experience for customers
• Remain accountable for delivery of customer’s contractual service deliverables, including service levels, and reporting etc
• Driving the performance of operational teams to support in-life service delivery to customer
• Owning the relationship with key customer stakeholders for in-life service
• Maintaining close engagement with associated sales teams
• Maintaining close engagement with key account managers for larger customers and supporting operational and service escalations.
• Engagement with aligned third party suppliers as appropriate.
• Support with customer complaints, ensuring they are managed promptly and effectively, with outcomes used to drive service improvement.
• Working with product management and procurement, participate in supplier identification, evaluation, and selection
• Liaising with procurement to align service management with commercial management.

• Driving, measuring, and collating appropriate KPIs to allow the performance and status of services in the portfolio to be clearly understood
• Capturing risks and ensure effective mitigation approaches are agreed and in place, escalating high/ very high risks
• Communicating major issues, escalating as required to reduce risk to SLA
• Collating service reporting documentation and ensuring it is available to all relevant stakeholders on a timely basis
• Participating in and chairing Service Relationship review meetings
• Regularly seeking and collating feedback from key stakeholders from both parties on service performance.

• Initiating and managing Service Improvement Programmes (SIPs) where needed to eliminate unacceptable performance
• Using metrics and KPIs to drive continual service improvement, proposing contractual changes when necessary
• Collaborating on general service and process improvement where relevant.

Our

Skills:

• Ability to communicate clearly and inclusively both verbally and in writing
• A strong sense of commercial awareness
• Confidence in a service management environment
• A proven ability to work in a structured and methodical way
• Knowledge of Customer or Supplier Management in a wholesale environment
• ITIL Service Management certification.

At AllPoints Fibre Networks, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care... we will even pay for you to get a massage!

Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.

Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living…