Senior Service Delivery Manager – Defence

🕒 May 12

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

👔 Manager

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Wifinity

WebsiteLinkedInAll Job Openings

51 - 200 employees

📡 Telecommunications

🏢 Enterprise

🤝 B2B

💰 Debt Financing on 2020-11

Telecommunications • Enterprise • B2B

Wifinity is a company that designs, installs, and operates managed networks and WiFi solutions for various sectors including student accommodations, holiday parks, retirement communities, military sectors, and corporate office spaces. They focus on providing fast, reliable, and fully-managed internet services that meet the expectations of their customers. Trusted by the military for their network security, Wifinity offers flexible commercial agreements and bespoke network designs tailored to their clients' needs. The company ensures corner-to-corner property network coverage and provides ongoing support from their UK-based teams.

📋 Description

• 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.

🎯 Requirements

• 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

🏖️ Benefits

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