Service Improvement Manager

4 weken geleden

SchipholRijk, Nederland Liberty Global Technology Services BV Voltijd

About the Role


We are seeking a highly skilled Service Improvement Manager to join our team at Liberty Global Technology Services BV. As a Service Improvement Manager, you will play a critical role in driving operational excellence across our service delivery operations.


Key Responsibilities



  • Ensure contractual obligations (e.g. SLA/KPIs) are met and service credits are minimized.
  • Drive and improve service provider performance via improvement plans, performance monitoring and auditing
  • Build relationships with customer operational teams ensuring best in class service delivery and high customer satisfaction
  • Ensure excellent performance of our platforms and ensure best practices are applied in the area of Service Management
  • Collaborate with internal stakeholders to drive performance and operational alignment
  • Develop and sustain relationships with operational suppliers
  • Converse with Technical teams and explain sophisticated technology to non-technical people and cross functional E2E coordination within the division as well as across LG
  • Create new and amend existing processes to drive consistency and improvements within Operations
  • Analyse incidents and associated data to understand root cause
  • Collate, validate and analyse operational data from multiple systems
  • Gauge levels of operational risk to our customers
  • Identify areas for process improvement and advise on changes to be made
  • Develop and propose operational improvements and suggest appropriate actions/steps to avoid repeat incidents and improve operational performance
  • Develop presentations to be shared with various audiences explaining the position of the TSA's (current performance, trending, root cause, risks & opportunities)

About You


We are looking for a highly motivated and experienced Service Improvement Manager to join our team. You will have a proven track record of driving operational excellence and improving service delivery. You will have excellent communication and interpersonal skills, with the ability to build strong relationships with both internal and external stakeholders.


Requirements



  • Proven experience within a large scale international Telecommunications environment
  • Ability to communicate on various levels with external customers
  • Knowledge of HFC, IP & Optical networks, Video systems & applications and their interdependencies
  • Strong record of expertise in driving operations through partner and vendor management
  • Experience in working with operations teams and contributing to the operations processes in multiple customer environments
  • Deep knowledge of working across multiple technology platforms and end-to-end service architectures
  • Experience in a service delivery environment where the product and service is heavily dependent on a IT platforms and constantly evolving technology
  • Understanding of IT Service Delivery platforms, monitoring and BSS/OSS systems
  • Ability to analyse data and apply it to make sound business decisions
  • Experience with Incidents/Problems/CRQs and the data on ticketing system and the ability to review information within the system to draw conclusions and drive solutions.

Working at Liberty Global


Liberty Global is an equal opportunity employer. We are committed to creating an inclusive environment for our people. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. We are 100% committed to having a workforce that represents every part of our society. So we are keen to hear from candidates of all background and circumstances.

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