Service Supplier Manager
- Location:
- North West jobs
- Salary:
- Competitive
- Company:
- Carphone Warehouse
- Job type:
- Permanent jobs
- Date posted:
- 24/11/2009 18:03
- Job id:
- 45780138
- Contact:
- unspecified
- Ref:
- Totaljobs/TTT291
The Service Manager will proactively manage the end to end relationship with service provided to our customer base by developing and implementing both tactical and strategic solutions. Developing the service relationship with key suppliers and focusing on customer satisfaction areas that are impacted by service delivery. You will be responsible for the development and delivery of service improvement initiatives with your internal and external customers reviewing the overall measurable benefits. You will strive to deliver business critical improvements and maximising new customer opportunities. You will ensure that key partners and suppliers are providing our customers with the highest quality of service, which includes assessing the ways we operate and making improvements where applicable. You will need to be energetic, proactive and display an uncompromising drive to succeed.
Requirements
Essential:
- Must have a high level of knowledge within the Telecoms and Service industry
- ITIL
- Prince 2 or APMP
- Management Training
Desirable:Responsibilities- To act as the leader of the department, forming a clear vision and setting and delivering to new standards of performance Accountable for the performance of key suppliers and improvement programmes to ensure we delivery a ‘best in class' service to our customers.
- To contribute and deliver the end to end Service strategy taking account of the widerGroup strategy.
- To understand the end to end Service requirements taking account of both our customers and our suppliers strategy so that Service Improvement Plans can be delivered, measured and signed off by the business.
- To deliver a supplier Service Improvement Plans, based on the output from the satisfaction surveys so that measurable improvements to customer satisfaction are delivered.
- To manage performance against the industry agreed Key Performance Indicators and contractual requirements of the products, so that performance improvements are delivered and maintained via the customer specific Key Performance Indicators.
- To agree and manage the service strategy so that the SIP deliverables contribute to the success of the customer as demonstrated by a specific question with the customer satisfaction survey.
- To agree and manage cost saving programs with the business which will reduce the costs of doing business for all so that there is a reduction in the cost of failure per transaction.
- Live and promote the Group values
- Be responsible for your own development and have in place an up to date Development Plan, this will be agreed and supported through your line manager.
- Portray TTT as a professional company in all that you do
People Management/Leadership
- Live and promote the Group values.
- Be responsible for your own development and have in place an up to date Development Plan, which has been agreed with your line manager.
- Ensure each of your direct reports has an up to date and effective Development Plan that addresses their individual development needs, aspirations and the needs of the evolving business.
- Give and expect constructive and honest feedback to the people you work with
- Ensure that performance review meetings take place with your key suppliers
Job Dimensions
- Ensuring compliance with particular emphasis on the protection of customer and employee sensitive information
- Ensuring all work is accurate and of acceptable quality
Functional Knowledge
- Must have a high level of knowledge within the telecoms & service industry
- Must have a sound operational understanding of supporting Ethernet/DSL products portfolios.
Business Expertise
- Must be in a similar role within the service industry managing major suppliers
- Must have experience in performance managing supplier to ensure that key service levels are exceeded.
Problem Solving
- Role requires an immense for problem solving using complex data sets
- The individual will be required to use their own judgement and consult with peer subject matter experts to define/agree the best business way forward
Interpersonal Skills
- The role requires definition of a working engagement model with key Stakeholders across the Group
- You will need to work at all levels on an internal and external basis with the ability to clearly articulate and challenge decisions and direction at a Senior Exec level within the organisation
