Service Manager

About This Role:

Objectives

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 service and operational performance across eir evo. This is a key role within the Service organisation. 

The nature of the solutions that we sell to clients requires continuous management from the perspective of managing the service contract, on-going service delivery and continued revenue growth within the solution sets that we deliver. The solutions are more than just technology components – they are underpinned by complex over-arching SLAs combined with the support of a set of professional services to continue to grow the solution and advise the customer on the best way to facilitate their business with eir evo as a partner.

Solution focused selling prompts a need for professional client focused solution management to:

• Manage at the solution programme level – which contains many components that cross multiple solution areas both internal and external to eir.

• Focus on quality and completeness of overall solution

• Co-ordinate internal and external technical resources across solutions

• Ensure compliance with customer contracts

• Evolve the solution to continue to meet client needs

• Drive Continuous improvement for the customer 

• Grow the eir evo business within the client by continuing to provide value through our service and solutions

The service manager is the main point of contact between eir evo and the client throughout the lifecycle of our solution-based SLA, and co-ordinates related activity across all areas of eir evo and the broader eir group and third parties. 

Expectations From The Role:

Tasks

• Manage allocated eir evo major customers who meeting the following criteria:

  • Clients who have deployed solutions that are more complex in nature than our standard solutions

  • Clients who have deployed solutions that are in a constant state of flux and require continuous involvement in change management procedures

• Clearly define, communicate and manage the scope, benefits and time-scales of all SLAs associated with solutions delivered to the client

• Responsibility to ensure the satisfaction of the customer’s stated and implied needs

• Maintain a focus on the quality of deliverables to meet SLA objectives

• Support to pre-sales process (meet customer/ advise on tender response doc/provide high level plan for implementation of project)

• Directly contribute to revenue growth within a client and/or solution that is being managed

• Maintain a working knowledge of eir evo’s strategic objectives and target solution areas

• Be recognised by the client as an advisor in the context of the solutions that we offer and the business benefits to the client – aim to become a trusted advisor for our clients

• Developing detailed processes to manage all elements of an SLA, liaising with suppliers, managing 3rd party involvement, managing customer relationship through execution phases etc.

• Work 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.

• Ensuring billing is correct, service is set up, design implemented and properly managed

• Manage virtual teams and deliver business solutions against agreed timelines – either as part of an agreed change control process or new business development

• Act as a mentor for other team members and support other members that need to develop in areas that you have strengths in 

• Support the ongoing development of the business opportunities

• Analyse deviations from forecast, targets and predictions and generate ad-hoc and standard reports

• To 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 with the Business Development, Pre Sales, Design, Delivery and Product teams to ensure effective on-boarding of projects and setting of customer expectation

• Explore ways to enhance and develop additional opportunities to expand scope and revenue opportunities for eir evo within the customer base

• Manage all elements of our complex SLA solutions which combines interfacing with relevant parts of eir and third parties.

• Directly manage partners that are part of an SLA – both in relation to SLA commitments backed-off to the partner and with a view to maintaining and continuously improving a positive relationship with the partner 

• 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

• Provide customer focused leadership 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

  • ii.Actively mentor colleagues on issues of strategy and performance

  • b.Act as a role model and ambassador for the eir values

  • c.Personally 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

Requirements For A Successful Application:

Key Performance Indicators

• SLA Metrics

• Contract Profitability

• Revenue Assurance

• Customer satisfaction metrics

• Minimum of 5 to 10 years experience of 

• Solutions in the Business market – SME, Corporate, Government

Competencies

Business

• Results Focus (3)

• Customer Focus (4)

• Strategic Perspective (3) 

• Innovation (3)

People 

• Leadership (3)

• Coaching and Development (3)

• Influencing and Winning commitment (3)

• Oral & Written Communication (3)

• Interpersonal Skills (3)

• Teamwork (3)

Experience

• Experience - minimum 10 years industry experience managing delivery of solutions in a telco/ ICT environment 

• Industry Background – Health sector

• Managing external vendors

• Management of complex projects

• Knowledge of Operational activities

Others:

Line Manager

• Head of Service & Delivery, NI

Contract Type

• Individual Terms