TSD Operations Manager

TSD Operations Manager

Fixed Term, Secondment opportunity

Here at Three, we’ve done things differently since day one.

We take the script and rip it up, we’re a big-hearted energetic bunch, striving for a better connected life. The energy of our people, the pace at which we operate, and the thrill of making bold moves is exhilarating and addictive. Magic happens when we power the connections that millions value, and you can feel it… When these things combine, phenomenal things happen. We encourage our employees to face their weaknesses, to really open themselves up to new tasks and projects in a supercharged and rich learning environment. We want you to become the best version of yourself.

Join us as a TSD Operations Manager

This role is part of the leadership team in Services in Limerick and reports to the Head of Business Care. The overall strategy within the Technical Help Desk is to deliver best in class support to our ICT and IoT customers, ensuring they stay with Three increasing revenue from repeat business and further product penetration.

Customer Support is a key differentiator between Three and others in the market. Our IoT and ICT clients value a service proposition that facilitates high quality support which exceeds our customers’ expectations.
This role takes overall responsibility for the operations of the Technical Help Desk and the continuous improvement within TSD, they will work cross functionally with teams such as Business Product and Propositions teams, transformation and customer experience team.

This role has key responsibility for delivering and improving the Customer experience driving efficiency, evaluating performance to improve SLAs, NPS, speed of resolution and meeting the contractual service levels agreements for our customers.

What else it involves

• Support the customer facing teams with all their requirements to service the customer’s needs, ensuring they have the right tools, processes and systems.
•  Develop a coaching and high performing environment throughout the teams to achieve an enhanced business customer experience managing to increased productivity and staff retention.
  
• Direct virtual teamwork across all teams within TSD, Business Service and Service Department to obtain maximum support and learnings for the team and the customer.
•  Ensure consistent delivery of targets with a continuous focus on the delivery on speed of resolution, customer satisfaction, staff knowledge resulting in first time resolution on the less complex queries.
•  Develop direct reports to drive a culture of owning continuous improvement with each member of staff having clear goals on this each year.
•  Identify opportunities that will drive customer activity through digital mediums simultaneously driving an enhanced Business customer experience.
•  Work with L&D to build training programmes to build product, system and trouble- shooting knowledge.
•  Develop the service capability within the teams that supports the wider ICT and IoT sales strategy. This involves enhancing the teams’ ICT knowledge and developing seamless support models with the TSD and Business Implementation that provides a first-class customer experience.

The skills we're looking for

• Proven experience in a Technical service support environment.
•  A working knowledge of the support model that Technical Service entails with a particular passion for cross functional team management ideally in a supplier supported model.
•  Strategic Awareness, ability and influencing skills to input and where appropriate shape both the medium- and longer-term strategy of the business.
•  Experience in incident management and change management.
•  Degree in information Technology or relevant field.
•  Ability to manage people who are specialists and experts in their own roles
•  People management experience which should include people engagement through effective communication, driving high performance and accountability.
•  Excellent people management, communication and Interpersonal skills, the ability to communicatee effectively with technical engineers.
•  Strong understanding of data analytics and problem-solving capability.
•  Ability to clearly demonstrate achievement of results in previous roles and understand ITIL

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, 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
• Free on-site parking

There’s a lot more to us than meets the eye.
You may think you know us, but we’re full of surprises. Intrigued? Join us and Be Phenomenal. #Jobs Apply now at: https://www.three.ie/careers

At Three, we are committed to diversity and inclusion. As Ireland’s largest mobile telecommunications provider, we provide a better connected life for our diverse customer base, and want our teams to reflect this. We welcome and celebrate all identities and strive to create a culture of belonging where employees can thrive as their authentic selves. If you do not ‘tick every box’ in this job description, you likely have other valuable skills that would make you a great fit for one of our teams. If you feel this role is for you, then please apply!

If you require reasonable adjustments for your interview, please let us know when scheduling your interview, or alternatively, please email aoife.omeara@three.ie Apply now at Three, a Phenomenal career awaits!