PURPOSE OF JOB :

Repoting to the Group Network Enginnering & Operations, you will be in charge of:

-         Costing effectively and maintaining our company’s centrally managed pan European network and associated services, including external customer support, and internal IT operations, so as to deliver best in class services in compliance with customer SLAs.

-         Provisionning customer orders in a timely manner so as to manage customer expectations and achieve customer commitments

-         Managing Health & Safety and service continuity risks in accordance with legal and business requirements 

MAIN DUTIES :

• To develop and maintain a centralised 24x7 Network Surveillance & Management capability (NOC) able to drive circumvention and repair of service & network faults within industry benchmark standards & customer SLAs.
• To develop and maintain centralised multi-lingual Customer Services support to pro-actively manage customer faults, handle customer operational queries and establish XXX’s reputation as a  provider of service excellence. Attend customer meetings to represent Operations.    To procure, contract, outsource, develop and manage an optimal combination of XXX and third party resources to support the central NOC in all areas of technology and geography. Negotiate SLAs and followup with suppliers
• To manage customer order provisioning from order signature through to live operation, setting benchmark lead times, managing Sales and customer expectations, and ensuring achievement of customer delivery SLAs. 
• To assist Products in the Product definition and launch process and ensure through the completion of successful ORT, that all new services and products are accepted by operations with all relevant information required for sustained operation.
• To support Sales & Products in determining operational capabilities for non-standard and complex bids so as to ensure subsequent achievement of customer commitments.
• To develop best practice operational policies,processes, and procedures, applying automation and outsourcing where appropriate, in order to deliver cost-effective  quality. To forecast and manage  OPEX costs in line with agreed budget
• To develop and report a set of KPIs and metrics that provides management with transparency of operation, and drive a continuous improvement program
• Operate internal IT services to support XXX desktop environments and selected applications for internal users.
• To undertake Health & Safety &  Business Continuity risk assessment, and institute programs in these areas to ensure legal compliance and to minimise risk where economically viable. 
• To develop motivate and manage a team capable of delivery the above, in compliance with XXX HR policy.

PERSONAL SPECIFICATION :

QUALIFICATIONS REQUIRED

·        Tertiary qualifications in Telecommunications, Electronics or other relevant subject an advantage.  Proven experience will be taken into account.

·        Minimum 10years experience in Telecommunications , at least 5 as an Operations, Service Delivery, Customer Services or Engineering Manager, preferably in an International European environment.

SKILLS, KNOWLEDGE, EXPERIENCE

• Proven knowledge of IP/Packet, Transmission (SDH,WDM) and IT technologies.   Knowledge of voice networks an advantage.
• Proven Knowledge of process and automation design in an operational environment .
• Proven Business acumen.  Sound Commercial understanding.
• Budgetary responsibility.
• Must be Business Focused and be able to respond positively to all Sales enquiries, offering sustainable cost effective solutions and options.
• Working understanding of Microsoft products including Excel/Word/Access
• Proven customer liaison skills.
• Experience in working within a NOC, Service Delivery  or Customer Support environment
• Proven Leadership Skills and Management skills.
• Must be able demonstrate the ability to manage a team of 50+ staff
• Knowledge of Shift Working.

PERSONAL CHARACTERISTICS, APTITUDES

·        Excellent interpersonal and communication Skills

·        Lead by example

·        Good Team player

·        Able to work under pressure and on own initiative

·        Decision Maker

·        Able to resolve problems quickly and effectively

·        Ability to act as a Mediator, needs to possess tact and diplomacy

·        Positive and Approachable – able to act as representative for the Company and Operations Dept in General.

·        Flexible and Committed

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