Contract & Service Level Manager

at  National Broadband Ireland

2608
Dublin
Permanent
National Broadband Ireland (NBI) is currently accepting applications for the role of Contract & Service Level Manager to join their growing team!

KEY OBJECTIVES / ACCOUNTABILITIES:

NBI is looking for an experienced Contract & Service Level Manager who wants to jump in head-first and help build a mission-driven company from the ground up. You are comfortable with a constantly changing environment and driven to deliver excellent customer service in everything you do. The role holder will be responsible for managing the relationships and deliveries into our external partners both in terms of our contractual requirements into government departments as well as our suppliers. Management and improvement of the service performance of NBI will be a key consideration ensuring customer requirements are delivered at all times.

Key Responsibilities:

• Responsible for the successful delivery of all contractual requirements including the delivery of Key Performance reporting and associated penalties and remedial plans; mitigating and improving performance throughout.
• Responsible for the management and improvement of all interactions and relationships with DECC including all regular interfaces weekly and monthly.
• Responsible for the management and improvement of all interactions and relationships with Operations Suppliers including all regular interfaces weekly, monthly and Quarterly.
• Accountable to produce reports and content for service reviews and working groups. Tracking and ensuring delivery of all associated actions and activities to mitigate identified risks.
• Lead engagement with procurement on behalf of Operations. Lead point of contact for tendering process on behalf of operations. Supporting onboarding of new or changes to contracts, including rate card changes of all relevant contracts.
• Responsible to continually monitor and improve performance of operations versus contractual requirements including Productivity, KPIs, Quality, customer satisfaction to ensure the continual evolution and continuous service improvement.
• Responsible for the overall performance of 3rd party suppliers contributing to the regular performance reviews and delivering 3rd party service improvement plans as required.
• Responsible to ensure 3rd parties are appropriately set-up, resourced and processes are fit for purpose to ensure successful customer outcomes.
• Contribute to developing and supporting a culture within operations that strives for excellence, efficiency and continuous improvement.
• Empowering and engaging people and teams to take ownership of customer issues, and create an environment where all members of the team take ownership of customer outcomes.

KNOWLEDGE & EXPERIENCE:

• Strong understanding of telecoms and or utility operations including experience of field based operations and activities.
• 3+ years’ experience in customer service ideally in an telco/utilities environment.
• 2+ years’ experience of owning and managing 3rd parties
• Knowledge and experience of managing complex contracts breaking down complexity to ensure
• Experience of managing key stakeholders developing relationships both internal and external.
• Ability to deliver effective operational decision-making with clear articulation of threats and risks. Possess the capability to articulate a clear structured risk management approach to preventing customer failure.
• Business and commercial awareness with experience managing cost approvals and unit costs.
• Ability to manage multiple changing priorities to respond effectively to customer demands.
• Collaboration and effective team working skills, especially where there are conflicting demands.
• Excellent communication skills with an ability to translate complex operational performance and challenges into concise business updates working across senior stakeholders and virtual teams.
• Knowledge of and experience of eTOM and or ITIL (Certification an advantage)
• Knowledge and experience of QMS, continuous improvement methodologies e.g. ISO ISO9001:2015, SO20000-1:2018, LSS etc. Certification an advantage.
• Excellent ambassador for NBI, promoting the organisation and role modelling NBI’s values.

• Responsible for the successful delivery of all contractual requirements including the delivery of Key Performance reporting and associated penalties and remedial plans; mitigating and improving performance throughout.
• Responsible for the management and improvement of all interactions and relationships with DECC including all regular interfaces weekly and monthly.
• Responsible for the management and improvement of all interactions and relationships with Operations Suppliers including all regular interfaces weekly, monthly and Quarterly.
• Accountable to produce reports and content for service reviews and working groups. Tracking and ensuring delivery of all associated actions and activities to mitigate identified risks.
• Lead engagement with procurement on behalf of Operations. Lead point of contact for tendering process on behalf of operations. Supporting onboarding of new or changes to contracts, including rate card changes of all relevant contracts.
• Responsible to continually monitor and improve performance of operations versus contractual requirements including Productivity, KPIs, Quality, customer satisfaction to ensure the continual evolution and continuous service improvement.
• Responsible for the overall performance of 3rd party suppliers contributing to the regular performance reviews and delivering 3rd party service improvement plans as required.
• Responsible to ensure 3rd parties are appropriately set-up, resourced and processes are fit for purpose to ensure successful customer outcomes.
• Contribute to developing and supporting a culture within operations that strives for excellence, efficiency and continuous improvement.
• Empowering and engaging people and teams to take ownership of customer issues, and create an environment where all members of the team take ownership of customer outcomes