job description.


Service Assurance Manager – London (hybrid)

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About us


Nexfibre is a £4.5 billion joint venture between Infravia Capital Partners, Liberty Global and Telefónica. It has been formed to deliver ultra-fast full fibre broadband to up to 7 million homes across the UK!

Together with our commercial partner Virgin Media O2, we will create the first national scale competitor to BT Openreach and will provide consumers and businesses across the UK with better innovation and choice.

We operate a wholesale business model; our customers are broadband ISPs and B2B resellers and customers.

Nexfibre is an equal opportunity employer. We are committed to creating an inclusive and diverse environment for our people. We will ensure that individuals with disabilities are provided reasonable accommodation or adjustments to participate in the job application or interview process. We want a workforce that represents every part of our society and are eager to hear from candidates of all backgrounds.

We are:

 

  • Open: Collaborative & Curious
  • Fast: Driven & Pragmatic
  • Simple: Authentic & Adaptable

Job purpose


As a fundamental part of the our activity, we need to make sure that we offer the best possible service to our customers. In order to achieve that, we are looking for a Service Assurance Manager to ensure nexfibre has a detailed understanding of the processes followed by VMO2 to deliver services, define and track the required KPIs (in agreement with VMO2) to monitor service assurance, agree service performance targets in network and customer operations with VMO2, analyse the service performance, benchmark service performance against competitors, identifying best practices, driving and tracking any service improvement actions required and analysing potential solutions to help improve the service provided to end customers and ISPs.

This role will work closely with the build team to feedback any quality issues in service delivery or assurance associated to network build issues.

They will partner with the Commercial team within nexfibre to define and track SLAs with ISPs and to support them in any interactions with customers related to service assurance and any required improvement actions.

Key accountabilities


  • Responsible for the achievement of the established service performance targets for nexfibre.
  • Responsible for compliance with service performance regulatorily or legally required targets.
  • Defining service performance KPIs to be tracked to control and improve customer experience with the nexfibre service.
  • Compiling all service impacting processes from VMO2 related to nexfibre service assurance, and including network, customer operations, and IT whenever required. It will include main internal network operations processes related to network incidents resolution and customer field operations processes related to customer incidents resolution or customer requested works.
  • Benchmarking nexfibre service performance against main competitors, identifying areas for improvement in nexfibre service and associated processes and tools.
  • Review tools being used for nexfibre and potential new solutions to improve the service provided to customers.
  • Support the commercial area in providing service to ISP customers.
  • In coordination with VMO2, analyse service performance KPI targets and define service improvement plans.
  • Track agreed service improvement plans.
  • Coordination of different priorities from multiple stakeholders, ability to rank asks in relation to the context and requirements.

Knowledge & experience


  • Experience in fixed network operations, with knowledge of network operations processes
  • Experience in managing service performance KPIs and related processes.
  • Experience in defining and managing service improvement plans.
  • Good knowledge of customer operations processes for fixed communications service assurance.
  • Management of customer service quality and experience, with a strong customer orientation.
  • Good awareness of project and program management tools, methods, and processes ideally gained in a Telco environment.
  • Supports teamwork, works cooperatively and effectively with others to resolve problems and can make decisions that enhance organisational effectiveness and efficiency
  • Ability to present complex information in a way that is straightforward to understand and capable of influencing key stakeholders (internal and external).
  • Strong attention to detail but with the adaptability and strategic thinking to manage conflicting priorities.
  • Excellent communication, presentation and project management skills.
  • Self-sufficient, comfortable with working autonomously as well as in cross-functional teams and proactive in providing communications to senior leaders.
  • Ability to confidently assess and challenge 3rd party forecasts, risks and assumptions.
  • Adept at Excel and PowerPoint. Ideally, also, more advanced analytic tools and geoanalysis.

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