Dynamic Resourcing Solutions

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Head of Service Assurance

 

We are recruiting for a new Head of Service assurance for a infrastructure operator in communications.

 

The successful candidate will lead the Services teams, managing suppliers, team members and outsourced partners to deliver excellent service, operational availability and responsiveness to customer needs. This role will set up the Service Assurance team as part of company-wide transformation.

 

This inspirational leader will have Customer and quality at the heart of their agenda - ability to inspire and creativity will be second nature – we are looking for someone truly talented.

 

Our Client is exceptional – working for them means investment in you, your business and your long term ambitions. With opportunities stretching across Europe, this is the start of your journey with us. We make a difference across Europe, in an industry that matters– this role is an exciting opportunity for somebody to leave a legacy.

 

Role functions

 

• Design and stand up of our clients UK Service Assurance organisation, supporting processers and systems

 

• Leadership of the Service Assurance teams to deliver outcomes for Customers and deliver internal programmes against a defined budget

 

• Membership of the company's management team, liaison and engagement with Corporate organisation

 

• TIS Site access performance – management of customer expectations SLAs through internal and external suppliers

 

• Management of service incidents and the recovery of those incidents

 

• Service Operations in relation to DAS, Smalls Cell, Private networks and other products in the UK portfolio

 

• Delivery of the maintenance programme, including delivery of capex programmes including drones development, site improvements and repairs and smart locks

 

• Power and all aspects of cost recoveries from customers

 

• Accurate and timely reporting of milestone delivery and milestone forecasts to Network Programmes team

 

About you

 

• The successful candidate will likely need to have experience of mixed operations in telecoms (or similar types of industry) and have excellent interpersonal skills capable of engaging customers, employees and internal stakeholders. The basics of operational delivery will be second nature to this candidate (delivery and drive to targets is a must) so this leader will be focused on enabling diversification, optimising our performance to meet and exceed customer expectation and driving the best possible partnering with our supply chain. Ambition, Drive and Energy to inspire and lead performance are a key test.

 

• Leadership of teams through change is essential – you will have a track record of leading teams, in a complex environment (not necessarily telecoms). Stakeholder management, including with customers is a must. This is not about the what, your experience will demonstrate the how. It will show that you are adaptable and that using evidence based thinking you are capable of leading change.

 

• The basics of operational delivery will be second nature to you (delivery and drive to targets is a must) so this leader will be focused on enabling product diversification, optimising our performance to meet and exceed customer expectation and driving the best possible partnering with our supply chain.

 

• A demonstrable delivery track record in a changing and complex environment

 

• Previous Engineering background would be advantageous (but not a necessity for the right person)