Head of Network Services and Customer Assurance

" HEAD OF NETWORK SERVICES AND CUSTOMER ASSURANCE"

OBJECTIVES

As part of their on going reshaping within the Business the strategy has been to re-position themselves as an integrated telecommunications and information technology services provider. A key part of this strategy is the provision of a 24X7 Managed Services Centre to act as a technology Centre of Excellence in support of the ICT solutions that they are selling and delivering. As part of the Customer Service leadership team, this role has responsibility to develop a plan to build and manage an ICT centre of excellence. They are also integrating their Delivery Engineering Function into the MSC to form an end-to-end engineering services division.

OBJECTIVES INCLUDE:

- Define and build a new Engineering Services Division to integrate Delivery and Service Centre engineering into one engineering pool
- Implement a new cost model for engineering services based on a combined Engineering Services Division
- Manage the Engineering Services P&L of circa €15M
- Drive Pull Through Sales revenue of 5-10% of the Engineering Services Revenue
- Utilise best practice/industry experience to design and implement the new structures and processes in line with our ISO Framework
- Manage and Grow the team of ICT professionals to become the Centre of Excellence in support of the managed solutions that we deliver to the clients. The MSC is responsible for a number of functions including Technical troubleshooting and resolution, Centralised Engineering, Lab environments, Technology innovation, etc.
- Manage the single MSC team as a of excellence supporting our managed solutions, delivering centralised engineering capability and driving technology innovation through the management of lab environments
- Business Development - The MSC supports the business development process in a number of ways: support of market development activities through demonstrating our Managed ICT capability, presales activities through input and support of the bid process, ongoing revenue protection through effective support and revenue generation through the proper management of change control and identification of new opportunities
- Supports, develops and requires Sector leads and pre sales consultants to teach leadership and best practice focused on Service Management. Result will be that teams will execute consistent excellent service management that produces consistently high levels of customer satisfaction.
- Build relationships and processes to support effective technology management within the Service and Assure team as well as other business functions and our clients
- Contribute to developing and executing the customer service strategy
- Successfully delivering the target Customer Experience
- Management of and compliance with customer SLAs
- Ongoing development of the capability of the MSC team
- Capability development of the MSC team to meet its business objectives and emerging technology trends
- Support the achievement of the business' wider strategic, financial, operational and customer objectives
- Drive the adoption of Values into both the Service function and Business function
- Maximise personal contribution to leadership of the Business & the Group overall

TASKS

- Design and build new Engineering Services Division encompassing Delivery and Service Engineering
- Design and Implement new cost based model for engineering services
- Design and Implement P&L management framework
- Design and Implement Pull Through Sales approach with Sales and ICT Direct
- Build and develop a market leading customer focused MSC that is recognised as an industry leading centre of technology excellence
- Develop processes for technology support and innovation within the MSC
- Contribute to the delivery of a segmented service strategy in agreement with commercial functions
- Continuously improve customer experience to achieve agreed target Net Promoter Scores by sector
- Create framework and mechanisms to define action plans and track progress to improve the customer experience and achieve key performance indicators.
- Work with Group Technology to define system requirements for the appropriate systems required to support the Managed Service Centre activities - for example Trouble Ticketing, Customer Management etc. Put processes in place to Maintain relevant Customer data in conjunction with the other areas of Assure and Customer Service
- Build relationships and processes with relevant internal functions to provide an overall integrated support function for the customer as well as external 3rd parties where relevant
- Drive and/or participate in end-to-end improvement plans based on the voice of the customer
- Manage a 24X7 rota, Tier II and Tier III engineering functions for out of hours support - where appropriate build processes with other functions to provide or supplement the capability within the Business
- Participate on a manager escalation rota for serviceescalations requiring management input
- Contribute to the definition of the strategies we will use to achieve our operational day-to-day support needs.
- Maintain, develop & manage compliance with health and safety, regulatory, financial and human resource requirements.
- Ensure that the budget, staffing, training, and hours of operation are defined and implemented
- Effective time management of the MSC team including allocation of time to appropriate activity to track contract profitability and change control
- Define the key performance metrics for the technology solutions with the MSC and create the mechanisms to measure our ability to achieve our stated performance goals.
- Develop and agree financial plans aligned with business goals.
- Ensure cost efficient and professional practices prevail in the functional area.
- Manage and operate within pay and non-pay budgets.
- Provide customer focused leadership within the Business leadership team and across the company
- To maximise personal contribution to the Business management team:
- Contribute to the teamwork within the Business Management Team:

i.Support other team members in the achievement of their key objectives
ii.Actively mentor middle managers on issues of strategy and performance

- Act as a role model and ambassador for the companies values
- Personally contribute to communication of direction and performance in the business at all levels
- Promote knowledge sharing on key issues
- Role-model a performance management culture - 100% on time completion of objectives & development plans

KEY PERFORMANCE INDICATORS

- Customer Experience and Lifecycle Strategy
- Customer Satisfaction Measures/NPS
- P&L
- Pull Through Revenue
- Service Targets
- Utilisation and Chargeability metrics per contract, team and individual
- Contract commercial parameters
- Customer revenue retention and organic growth
- Proportion of team who report that they understand the Group & Business strategy, (Employee Survey)
- Percentage of team adhering to Performance Management process
- NPS
- Escalations management

COMPETENCIES

BUSINESS COMPETENCIES

- Results Focus (4)
- Customer Focus (4)
- Strategic Perspective (3)

PEOPLE COMPETENCIES

- Leadership (4)
- Coaching and Development (4)
- Influencing and Winning commitment (4)

EXPERIENCE

- Qualifications - Business/Science Degree/Masters/MBA/Equivalent
- Experience - Min 10 years industry experience
- Industry Background - Comms/ICT/Consulting/SI
- Experience in large scale ICT Managed Service solution delivery
- Managing external vendors
- Management of complex projects
- Knowledge of Operational activities
- Knowledge of Fixed Line Telecoms technology and infrastructure

WE ARE ACTING AS AN EMPLOYMENT BUSINESS.