Senior Service Delivery Manager - Defence

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 experiencedSenior Service Delivery Manager (Defence)tojoin our team.We need a passionate a high performing individualtoconsistently providea high levelof service toone ofthroughday to dayengagement and relationship building,budgetmanagement,serviceperformance reporting, problem & issuemanagementand continuous improvement.

Your passion for providing excellent customer serviceandrelationship developmentand your strong interpersonal and leadership skills will help us ensure that we are consistently delivering excellent customer services for our customer andespecially theirend users. As a critical part of ouroperationsyou will be working with stakeholders across ourprogram management, delivery,financeandsupport teams to act as a point ofescalation, andcontinuouslymaintainand improve the customer experience.

Key areas of focus

Joining our Client team, you willbe responsible forcustomer satisfactionfor the direct client as well as their users and stake holder communityby ensuring exceptional end to end service, in line with contracted terms.

Customer engagement

• Work with finance and the delivery teams to ensureaccuratebilling, 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
• Act as first point of contact for external service enquiries and escalations
• Ensuretimelyand quality responses to customer queries
• Schedule and chair customer meetings including regular service reviews with key customer stakeholders
• Build andmaintaingood customer relationships across our key markets
• Understand our customer obligations, including SLAs, and regularly track and review performance against these obligations

Service performance & reporting

• Use our support systems to produce regular service reports and quality documentation covering SLAs, service performance,incidentsand problems
• Analyse and present service data to customers via reporting and service reviews
• Use service data and customer feedback toidentifytrends and areas of opportunity for improvement
• Manage internal stakeholders through regular reporting and engagement
• Continuously improve customer experience through effective design and implantation of CSIPs

Working as part of our team

• Work with members of our operations teams to ensure tasks are carried outin a timely mannerand in line with customer expectations
• Use your knowledge of our customers to support the Wifinity team toidentifyareas of success and improvement
• Understand and engage in the incident management process, acting as the liaison between Wifinity and customer whererequired
• Understand and engage in change management processes, and take accountability for the review of changes to ensure minimal impact to services and customer experience

Customer Driven

• Identifyand assess customers' needs to achieving and exceeding customer satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Handle customer queries, provideappropriate solutionsand alternatives within the expectedtime frameand follow up to ensure resolution

About you

You will be a hungry, energetic individual with a real passion for delivering excellent customer experiences. You value creating strong relationships andare able toengage with people from all levels. You put the customer at the heart of everything that youdo, andenjoy working as part of a team to deliver great outcomes.

We are looking for someone that

• Possesses strong understanding of the defence sector
• 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 datain a clear and concise way
• Is detail oriented and able to analyse information and data coming fromdifferent sources
• Is able towork independently and as part of a team inafat paceenvironment
• 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
• An understanding of ITIL best practices, particularly Incident, Problem & Change
• Proven record of producing quality service reporting
• Understandingbudgetand P&L reporting
• Experience in stakeholder management including attending service reviews

It would be nice to also have, but not essential

• An understanding of Networks, specificallyWifiand Wired internet solutions
• Experience of working with Layer 2 circuit suppliers such as Openreach, SKY, TalkTalk
• Understanding of consumer insightmethodologies

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 are committed to providing a positive environment in which individuals do not encounter bullying or harassment on the basis of protected characteristics which are identified by law (including sexual harassment).We are committed to treating candidates and employees with courtesy, dignity and respect.

This advert can be available in other formats (upon request) for those who require it, please contact for assistance.