Senior Service Delivery Manager – Defence

🕒 Maio 12

🇬🇧 Reino Unido – Remoto (RU)

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

🇬🇧 Patrocina Visto de Trabalhador Qualificado UK

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Wifinity

SiteLinkedInTodas as Vagas

51 - 200 funcionários

📡 Telecomunicações

🏢 Corporativo

🤝 B2B

💰 Debt Financing em 2020-11

Telecommunications • Enterprise • B2B

A Wifinity é uma empresa que projeta, instala e opera redes gerenciadas e soluções de WiFi para vários setores, incluindo acomodações estudantis, parques de férias, comunidades de aposentados, setores militares e espaços de escritórios corporativos. Eles se concentram em fornecer serviços de internet rápidos, confiáveis e totalmente gerenciados que atendem às expectativas de seus clientes. Confiada pelos militares por sua segurança de rede, a Wifinity oferece acordos comerciais flexíveis e designs de rede personalizados de acordo com as necessidades dos seus clientes. A empresa garante cobertura de rede em todas as áreas das propriedades e fornece suporte contínuo de suas equipes baseadas no Reino Unido.

Descrição

• Act as first point of contact for external service enquiries and escalations. • Ensure timely and quality responses to customer queries. • Schedule and chair customer meetings including regular service reviews with key customer stakeholders. • Build and maintain excellent relationships across the customer base. • Identify and assess customers’ pressures, needs, challenges, to achieve and exceed customer satisfaction. • Understand our customer contractual obligations, including SLAs, and regularly track and review performance against these. • Work with finance and the delivery teams to ensure accurate billing, 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. • Use our support systems to produce regular customer 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 to identify trends and areas of opportunity for improvement. • Work internally to ensure tasks are carried out in a timely manner and in line with customer expectations. • Understand and engage in the incident management process, acting as the liaison between Wifinity and customer where required. • Manage stakeholders through regular reporting and engagement.

🎯 Requisitos

• Experience in relationship/customer management, stakeholder management, or service delivery in the WiFi market or other relevant industry. • An understanding of the defence landscape or relevant adjacent sectors. • Proven record of producing quality service reporting. • Comfortable in providing leadership in a matrix organisation across delivery, operations, finance, sales. • Good commercial, contractual, and financial knowledge. • SC clearance or ability to gain

🏖️ Benefícios

• Annual Leave Buy & Sell Scheme • Remote first working environment • Flexible work arrangements