Senior Service Delivery Manager - Defence (Hiring Immediately)

About us:
Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option.

And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.

Conventional home broadband doesn’t always work for them.

Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.

We take the complexity out of connectivity.

The opportunity:
We are looking for an experienced Senior Service Delivery Manager (Defence) to join our team. We need a passionate a high performing individual to consistently provide a high level of service to one of through day to day engagement and relationship building, budget management, service performance reporting, problem & issue management and continuous improvement.

Your passion for providing excellent customer service and relationship development and your strong interpersonal and leadership skills will help us ensure that we are consistently delivering excellent customer services for our customer and especially their end users. As a critical part of our operations you will be working with stakeholders across our program management, delivery, finance and support teams to act as a point of escalation, and continuously maintain and improve the customer experience.

Key areas of focus:
Joining our Client team, you will be responsible for customer satisfaction for the direct client as well as their users and stake holder community by ensuring exceptional end to end service, in line with contracted terms.

You will work with program managers, service delivery managers, support teams and managed services teams to ensure that our customers are receiving the best service possible and have an outstanding customer experience.

Your day to day role will consist of the following responsibilities, you may be required to carry out further responsibilities at the company's discretion.

Customer engagement

• Work with finance and the delivery teams to ensure accurate billing, minimising disputes, and payments in line with the contract terms

• Work with the finance partner to produce monthly and quarterly customer-facing financial summaries for actuals and forecasts for program delivery and ongoing service

• Act as first point of contact for external service enquiries and escalations

• Ensure timely and quality responses to customer queries

• Schedule and chair customer meetings including regular service reviews with key customer stakeholders

• Build and maintain good customer relationships across our key markets

• Understand our customer obligations, including SLAs, and regularly track and review performance against these obligations

Service performance & reporting

• Use our support systems to produce regular service reports and quality documentation covering SLAs, service performance, incidents and problems

• Analyse and present service data to customers via reporting and service reviews

• Use service data and customer feedback to identify trends and areas of opportunity for improvement

• Manage internal stakeholders through regular reporting and engagement

• Continuously improve customer experience through effective design and implantation of CSIPs

Working as part of our team

• Work with members of our operations teams to ensure tasks are carried out in a timely manner and in line with customer expectations

• Use your knowledge of our customers to support the Wifinity team to identify areas of success and improvement

• Understand and engage in the incident management process, acting as the liaison between Wifinity and customer where required

• Understand and engage in change management processes, and take accountability for the review of changes to ensure minimal impact to services and customer experience

Customer Driven

• Identify and assess customers’ needs to achieving and exceeding customer satisfaction

• Build sustainable relationships and trust with customers through open and interactive communication

• Handle customer queries, provide appropriate solutions and alternatives within the expected time frame and follow up to ensure]]>