Service Operations Manager

Support to Win.tv, is the hosted telephony support service from Train to Win.tv, the leading telecoms training company for the channel. We’ve used our decades of expertise in training and development and merged it withan unparalleledknowledge of the platforms in the market to create a truly differentiated support service.We provide a fully managed services to industry Service Providers. Our services offer care of all non-commercially impacting change requests by end users. This includes all Moves, Add’s, Changes and Provisioning of services. About the Job: orking closely with other members to maintain the company’s high performance whilst working to deliver the overall strategy for the business. This includes collaborating with the management teams to maintain and improve processes, procedures and systems to advance the operation of the teamThe Head of Service Operations will be a key stakeholder for high priority and high value projects, providing escalation support to the teams. They will lead, manage, coach and motivate the teams to deliver results to ensure the achievement, stretch and improvement of agreed KPIsThey will also need to measure skillset, competence and the team’s attributes to ensure achievement of the team’s succession plans. They will need to lead by example and develop and maintain a healthy, open and honest relationship with colleagues and customers.Key ResponsibilitiesOwns and manages all customer communications or escalations pertaining to new install orders and service desk managementThey will have authority to deviate from defined processes to ensure customer satisfaction.Conduct all Service delivery and service management performance reviews with their team. Skills / Experience Required: Knowledge of Service Delivery and Service Support disciplinesExperience of managing teams to meet high levels of service in a dynamic and fast paced environmentWorks with others in a collaborative and solutions focused manner to achieve win-win outcomesAbility to recognise the value & responsibility of working in a teamActively supports and develops team members, quick to identify and problem solve any issuesEffectively plans to anticipate problems, plans for worst-case and best-case scenariosCommitted to upholding professional standardsTakes responsibility for own actions & visibly supports the senior leadership team and their agendaSelf-motivated & self-aware - recognizes own strengths & weaknesses and is committed to developmentTakes a broad interest in the success and development of the companyEssential - 2 Years working experience in the comms industryEssential - Broad understanding of Unified CommunicationsEssential - Strong organizational skillsEssential - Motivational and leadership experience
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