Service Management Specialist

Service Management Specialist

In our world things change by the millisecond.
We build the technology that creates amazing moments and better connects our customers. Ready to play your part? Join us and Be Phenomenal. Working towards the same shared goal of better connectivity, our tech teams enjoy a high degree of freedom. We love hearing ideas and seeing them come to life. With great resources, you’ll get to be part of a team at the foundations of the transformation of our business. Who knows what the next innovation will be? That’s what makes a career at Three so exciting.
Since we set foot in Ireland, we’ve done things differently.

Investing in infrastructure, we built a network that now connects 2.2 million customers nationwide, carrying more data than all alternative telecommunications providers combined. We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better connected life. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a super-charged and rich learning environment. We want you to become the best version of yourself.

Join us as a Service Management Specialist

Reporting to the Service Operations Manager this position will support the Delivery & Transition teams in the Service Management area. The role will have full ownership of the activities required to produce accurate reports which are issued to agreed timelines, managing Auditing activities within the IT & Technology department. Knowledge and experience of Service Management processes is an advantage.

Strong communication skills are essential as is building relationships with the wider team and key internal stakeholders.

What else it involves

• Support the Service Delivery & Transition teams where required to ensure that business needs are met. 
• Create Service Reports on the status of live services on a weekly, monthly & quarterly basis, to satisfy the Business’ need for accurate, timely, relevant, and valuable service information.
• Produce weekly Internal Management reports on time, and to a high degree of accuracy and quality.
• Prepare materials for regular Service Review meetings with business to review service performance. 
• Maintain a consolidated service dashboard (as linked to SLAs) 
• Own and administer the Service Management Processes, facilitating reviews with support teams, partners, and vendors. Covering but not limited to Operational Readiness, Incident, Change and Problem Management.
• Manage incoming requests relating to new projects and processes & co-ordinate meetings required to address these requests.
• Own and manage the process for update, review and approval of the Priority Matrix
• Support Service Management Audit responsibilities within Technology Operations managing interactions between Auditors, Technology & Partners.
• Track progress on all open Audit items monthly, driving the completion of these items via agreed internal process

The Skills we are looking for:

• Project Management capabilities with ability to plan, initiate, monitor, and implement projects within a team. 
• Strong analytical skills.
• Business awareness on the impact of Service Levels & any associated failures.
• Strong financial awareness and knowledge of budgeting and PO systems. 
• Excellent verbal, written communication, and presentation skills together with the ability to deliver to senior level.
• Ability to communicate effectively with technical engineers and service delivery team
• Expert in Microsoft Office and Advanced Excel / PowerPoint skills
• Strong planning and organizational skills
• Ability to think creatively, identify and solve problems through data analysis.
• Experience of process optimisation.
• Ability to strive for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.
• Proven team player in working with one’s peers to ensure that delivery of service is timely, efficient and of high quality.
• Previous experience working in a Service Management role. 
• Appreciation of how technology can improve business processes.

Benefits of Working at Three

• Flexible working with our new Hybrid model, our employees will enjoy more flexibility working from home and our office locations (3 days per week office based). Please see job description for the office location of this role
•  Competitive salary, annual performance bonus & pension contribution
•  25 days holidays plus 2.5 company days
•  Annual Leave buy or sell (buy or sell up to 5 days AL each year)
•  Healthcare Insurance through our flexible benefits programme
•  Life assurance, phone & laptop, subsidized canteen
•  Access to learning & development tools such as LinkedIn Learning
•  Free on-site parking

You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. Apply now at: https://www.three.ie/careers

Three Ireland is proud to be an equal opportunities employer. If you do not ‘tick every box’ in the job description above, there are likely other valuable attributes and skills you have that would make you a great fit for the team. If you feel this role is for you, then please apply! We are committed to equal employment and growing a diverse workforce.

 We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status, civil status or membership of the traveler community, and we want our teams to reflect this!

 If you require reasonable adjustments at interview, please let us know when scheduling your interview, or alternatively please email recruitment.support@three.ie