Service Assurance Manager

Job title: Service Assurance Manager

Salary: £50,000 - £60,000 (DEO)

Location: Irlam, Manchester (Hybrid)

As our Service Assurance Manager, the role will be responsible for leading and developing our Service Desk Technical Support Analysts. You will oversee and co-ordinate all assurance and improvement activities to ensure service operations meets its Service Level Agreements.

We want someone who is able to create a great team environment for the team. Which will be both friendly but hard working.

Responsibilities include:

• Manage FTTP Technical Support Analysts and oversee Service Desk activities.
• Ensure all support groups are performing to the expected standards and liaise with internal departments / suppliers to ensure swift resolution of a provisioning or assurance activities.
• Identify, escalate and resolve any provisioning or early life process issues along with ensuring the management are kept informed along with regular progress updates to the Communications Provider (CP).
• Able to report trends and potential incidents to management.
• Ensure all provisioning and assurance processes are used efficiently and accurately to reduce delays and customer dissatisfaction.
• Support on boarding of additional ISP’s and identifying additional support requirement and escalations associated with managing multiple customers. Including quality, service, capability, training etc.
• Own day to day issues impacting efficiency of the provisioning/ fault management process, including escalation and complaint management.
• Support management with development by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience.
• Support Service Delivery in monthly service reviews and providing reporting to support customer needs.

The successful candidate will have:

• Good communication, organisation and team working skills.
• Customer focused with a professional outward attitude.
• Be able to communicate effectively and professionally with internal and external clients.
• Time Management. The ability to manage time and prioritize tasks.
• High level of accuracy on manual data tasks
• Can do attitude, focussed and ability to work independently in line with our service guarantees.

Experience & Qualifications

• Working within Telecoms, specifically Fibre related products
• Customer Services Training/Experience
• Team Management Experience
• Working within a Service Support Environment
• Experience of Service Desk applications

Company information

At First Recruitment Group we understand just how important it is to secure the right people. That’s why our consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. If you would like more information please contact Jack Challinor.