About This Role:
As part of our ongoing reshaping within eir evo our strategy has been to re-position eir evo as an integrated telecommunications and information technology services provider.
A key part of this strategy is the provision of Operational capability to support the Solutions & Services that we are selling and delivering in eir evo.
A critical role within the organisation is the Head of Outsource Service Operations.
This role has responsibility to define, develop, plan and manage all Operational functions responsible for all our dedicated outsourced teams, owning and managing the direct relationship with our key customers.
Expectations From The Role
Lead & manage an outsource Service Operations function that acts as a single location for all operational activities for major outsourced customers.
Own and manage the key customer relationships driving service performance, stability and continuous service improvement.
Build relationships and processes to support effective Operational management within the outsourced team.
Re-define key processes and procedures to enhance the service provided today.
Implement Service Levels and Key Performance Indicators across the team to ensure all service metrics are aligned.
Contribute, develop and execute the customer service strategy.
Successfully deliver the required Customer Experience across the operations team.
Develop the capability of the Operations Team, identify key areas for growth.
Support the achievement of eir evo's wider strategic, financial, operational and customer objectives.
Drive the adoption of eir evo's Values into both the Customer Service function and eir evo.
Maximise personal contribution to leadership of eir Business & the Group overall.
Support the wider eir evo Teams in acquiring new Business, contributing to bids and supporting new business strategies.
Implement comprehensive reporting across the Operations Teams, providing monthly outputs on key highlights and areas for improvement.
Work with the Operations Teams to identify key areas for improvement across ticket management, customer communications and quality of information provided to our customers.
Requirements For A Successful Application
Qualifications – Business/Science Degree/Master's/MBA.
Experience – Minimum 10 years industry experience in Telco / ICT.
Industry Background – Communications / ICT / Consulting / SI.
Experience in large-scale ICT Managed Service solution delivery.
Experience managing external vendors.
Management of complex projects.
Knowledge of Operational activities.
Knowledge of Fixed Line Telecoms technology and infrastructure.
About Eir
Our purpose is to
connect for a better Ireland.
Our ambition is
to be the number one choice for telecommunications and technology solutions, delivering for our customers today and into the future.
Our new values and behaviours reflect both who we are and who we strive to become.
They are the way that we bring our purpose to life in eir.
We are committed to creating an inclusive and supportive work environment.
If you require any reasonable adjustments during the application or interview process, please let us know, and we will work with you to meet your needs.
If successful in the interview process, eir reserves the right to conduct appropriate suitability checks in relation to prospective employees including but not limited to reference checking and/or other searches using publicly available information.
Seniority level: Executive
Employment type: Full-time
Job function: Management and Manufacturing
Industries: Telecommunications
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