Senior Service Delivery Manager (Holiday Parks & Leisure)

at  Wifinity

ABOUT US:

Wifinity was founded in 2007 to solve a problem - our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option.
And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.
Conventional home broadband doesn’t always work for them.
Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.
We take the complexity out of connectivity.

THE OPPORTUNITY:

We are looking for an experienced Senior Service Delivery Manager to join our team to deliver Wi-Fi connectivity throughout our Holiday Park and Leisure Sectors. We need a passionate, high performing individual to consistently provide a high level of service to these strategically important clients through day to day engagement and relationship building, budget management, service performance reporting, problem & issue management and continuous improvement.
Your passion for driving an excellent customer experience through strong commercial relationships and your strong interpersonal and leadership skills will help us ensure that we are consistently delivering excellent customer services for our customers and in turn, their end users. As a critical part of our operations, you will be working with stakeholders across our program management, delivery, finance and support teams to act as a point of escalation, and continuously maintain and improve the customer experience.

ABOUT YOU:

• You will be an energetic individual with a real passion for delivering excellent customer experiences whilst positively managing commercial arrangements that are in place.
• You value creating strong relationships and are able to engage with people from all levels. You put the customer at the heart of everything that you do, and enjoy working as part of a team to deliver great outcomes.

We are looking for someone that:

• Has strong leadership skills and is able to engage individuals across all levels of an organisation
• Has strong written and verbal communication skills, and is able to analyse and present complicated data in a clear and concise way
• Is detail oriented and able to analyse information and data coming from different sources
• Is able to work independently and as part of a team in a fast pace environment
• Is a people person with the ability to enjoy others company and build relationships with people at all levels

Your experience:

• Experience in service delivery management in the WiFi market or telecommunications industry
• Operational or Contracts Management experience will be viewed positively
• An understanding of ITIL best practices, particularly Incident, Problem & Change
• Proven record of producing quality service reporting
• Understanding budget and P&L reporting
• Experience in stakeholder management including attending service reviews

It would be nice to also have:

• An understanding of Networks, specifically Wifi and Wired internet solutions
• Experience of working with Layer 2 circuit suppliers such as Openreach, SKY, Talk Talk
• Understanding of consumer insight methodologies
• ITIL certifications, Six Sigma - Yellow / Green belt, Project Management certifications e.g. (Prince2, PMP)

We offer a competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check.
At Wifinity we pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate and whose hiring outcomes and commitments are based upon your talent and experience. This advert can be available in other formats (upon request) for those who require it, please contact jobs@wifinity.co.uk for assistance

Please refer the Job description for details