eir evo NI
Objective
The mission of eir evo is to be the best communications and technology partner for our customers by providing advanced networking solutions that enable their businesses to achieve exceptional levels of mobility, agility, efficiency and competitive advantage. A key component to this is the delivery of excellent and efficient service and operational performance across eir evo. This is a key role within the Service and Delivery organisation.
Role
The Service Delivery Manager will work with the Service Manager who is the main point of contact between eir evo and clients throughout the lifecycle of our managed service delivery. The Service Delivery Manager will help to co-ordinate tasks across all areas of eir evo, the broader eir group and third parties to always ensure the highest standard of customer service.
Expectations From The
Tasks
Assist in managing eir evo major customers who meet the following criteria:
Clients who have deployed solutions that are complex in nature
Clients who have deployed solutions that are in a constant state of flux and require continuous involvement in change management procedures
Assist in clearly defining, communicating and managing the scope, benefits and timescales of all SLAs associated with solutions delivered to the client
Analyse and regularly review service performance against Service Level and Operational Level agreements including those of our third parties
Work with the Service Manager to ensure the satisfaction of the customer’s stated and implied needs
Provide regular reports on service performance and achievement to the customer and internally
Maintain a working knowledge of eir evo’s strategic objectives and target solution areas
Work with the Service manager to develop detailed processes to manage all elements of an SLA, liaising with suppliers, managing 3rd party involvement, managing customer relationship through execution phases etc.
Work collaboratively with the Service Manger to continuously improve the service that we supply to our clients both from an internal and external perspective – for example, take learnings from the service we provide and identify improvements that is communicated to the relevant people within eir evo – work to get these improvements adopted and executed to the clients benefit.
Work with virtual teams to deliver business solutions against agreed timelines – either as part of an agreed change control process or new business development
Build and maintain relationships within key areas across eir e.g. networks, product management, sales channels, finance, wholesale, credit management, IT, billing, legal, regulatory and compliance where necessary
Work alongside the Service Manager to collaborate with Business Development, Pre Sales, Design, Delivery and Product teams to ensure effective on-boarding of projects and setting of customer expectation
Liaise with external customers and suppliers where necessary
Contribute positively to the overall team culture and vision
Manage own personal development effectively
Contribute to the definition of the strategies we will use to achieve our operational day-to-day support needs.
Build relationships and processes with relevant internal functions to provide an overall integrated support function for the customer as well as external 3rd parties where relevant
Effective time management including allocation of time to appropriate activity to track contract profitability and change control
Maintain Customer focus within the eir evo team and across the company
Maximise personal contribution to the eir evo team
a. Contribute to the teamwork within the eir evo Team:
i Support other team members in the achievement of their key objectives
b. Act as a role model and ambassador for the eir values
c. Contribute to communication of direction and performance in the business at all levels
d. Promote knowledge sharing on key issues
Role-model a performance management culture – 100% on time completion of objectives & development plans
Key Performance Indicators
Achievement of contracted service levels for allocated customers
Demonstrable customer satisfaction ratings
Service Improvement initiatives
Remedial activity for service issues
Requirements For A
Experience
Industry Background
Managing external vendors
Management of complex projects
Knowledge of Operational activities
Line Manager
Service Manager for NI
Contract Type
Individual Terms
About eir
Our purpose is to connect for a better Ireland.
Our ambition is to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.
Our new values and behaviours reflect both who we are and who we strive to become. They are the way that we bring our purpose to life in eir.
We are committed to creating an inclusive and supportive work environment. If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.
If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.
Apply on Eir (telecommunications)’s careers page