Service Manager

Job Company Name: Aqua Comms
Created By: Recruitment Team
Contact:
Name:
Recruitment Team
Location:
Newcastle, UK
Contract Type:
Permanent full-time
Number of position:
1
Skills
Supply Chain
Budget Management
Ciena 6500
Fibre
Budgets
Engineering
Telecomms
Network Engineering
ITIL
Telcoms
Telecommunications
Subsea
Subsea Engineering
Telecom operations
Supply Chain Management
IT
RCA
Incident Management
Job Description
Company information and introduction:Aqua Comms connects Continents, Cultures and Clouds across the globe – neutrally and independently delivering the connectivity, transport and optical needs for the content, internet and carrier marketplaces. Formed in 2014 to construct one of the first ‘new-era’ Atlantic cable systems, and following the acquisition of an Irish Sea cable, we delivered our first inter-continental services in 2016. We commenced our second cable development in 2018, AEC-2, this was followed by a third cable, AEC-3. Having secured our position as a leading, innovative, carrier-neutral transport provider for the Atlantic, Aqua Comms have commenced our strategic global expansion.We are looking for a Service Manager to join our rapidly expanding international business.The Service Manager will report directly to the Senior Service Manager and form part of our NOC team in Newcastle. The NOC team are responsible for operational support across all of Aquacomms subsea network and this role is pivotal in providing customer support to our clients. This role will work in collaboration with our Tier1 and Tier2 Engineers as well as other areas of the business.The successful candidate will have a Customer focused, service management background and ideally a background in ITIL methodologies such as Change, Incident and Problem Management.Key Responsibilities and Duties:Within the Aqua Comms Operations team, this role will lead Operational Customer Service Management, providing ITIL standard incident, problem and change management support for all customers connected across the Aqua Comms subsea and international terrestrial networks.Incident Management – Help manage major/complex incidents where required through to resolution/service restoration by collaborating internally with Ops, Engineering, NOC andTechnical support and externally with carriers & partner vendors/suppliers.Manage customer escalations (Subsea and terrestrial),’trouble to resolve’ process including field technicians in-line with iNOC.Service Reviews – Conduct monthly/Quarterly reviews with clients discussing operational service and any queries/complaints they may have.Help to produce data analytical reports based on common trends for customers. This will include Service Availability reports, SLA’s , Ticket Volume, Change performance.Problem Management - drive Root Cause Analysis (RCA) and eradication planning across incidents to ensure performance improvement is delivered, ticket resolution within SLA and clear understanding of the root causes of the problems.Change Management – Co-ordination and reporting of all changes. Weekly/Monthly reviews of changes past/future, reporting on change statistics and performance.Vendor management coordination collaborating with Tier 3 Operations when troubleshooting and planning network upgrades/delivery roadmaps.Process Design – Design, enhance and implement processes within the NOC. Ensuring the process delivers an optimal experience for our NOC engineers and achieves the outcome effectively. Identify and improve efficiency in current processes within Aquacomms.Ensuring all KPIs and SLAs are met for service and network availability. Follow up with vendor or network provider for full RFO, lessons learned, and optimised process or configuration where required.Internal communications as appropriate of service impacting incidents / escalations.Continuous improvement operational performance ethos. Drive and deliver positive trends to reduce incident volumes, increase network availability, eradicate repeat incidents and decrease incident durations.Travel and training may be required from time to time across various Aquacomms sites.Key Skills and Competencies:5-10 years experience managing Incident, Problem and Change activities & processes.Network and/or Facility management experience beneficial.Previous Vendor and Carrier management experience.Ability to build effective working relationships with all levels of the business and across all functionsStrong ITIL background throughout Incident, Problem, Change and Configuration management processes.Ability to work in a fast paced environment, managing several tasks and projects concurrently.Strong Systems background across, ticketing, monitoring, reporting and administration.Reporting skills and experience, Excel or other tools/systems.Previous Network , Telco, Subsea experience a distinct advantageThe PersonCustomer focusedNatural problem solver, solution drivenReliableResults orientatedTeam PlayerExcellent communication & relationship building skillsAbility to work calmly under pressureAbility to prioritise & good time management skillsThrives in a fast paced environment.
Questions
Text questions:1. If your eligibility is linked to an Employment Permit, when does it expire?2. Where are you currently located?3. What is your availability/notice period?4. What are your salary expectations?
Choice questions (type answer - YES/NO):1. Are you eligible to work in this jurisdiction YES or NO?
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