Operations Specialist - 12 Month FTC

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

LI-KS1

• Support in defining, implementing and operating improved service support governance across SMARTY and our IT/Digital Partners.
• Manage BAU operational issues through partnering with teams across SMARTY and our IT/Digital partners and feedback on service improvement initiatives.
• Working closely with our partners to ensure service assurance processes are being followed and appropriate governance is applied.
• Working with Senior Managers on Service improvements and feeding in observations and problem areas.
• Develop and execute weekly and monthly operational reporting providing clear service performance and availability metrics.
• PO/Invoice Management
• Closely working with Customer Experience to improve ticket management and user training issues
• Out of hours escalation for operational issues (Rota).
• Working with Service desk to ensure good quality ticket management is taking place
• Reviewing PIRs/Provide Feedback
• Provide operational expertise into projects and new propositions.
• Work with SMARTY and the wider Three business to support the development of operational and service management maturity.

• Manage and track continuous service improvement initiatives
• Manage and report on all key KPI’s and performance measure
• Track and review all PIR’s and subsequent actions identified
• Support the implementation of operational controls to support continuous operational maturity and compliance

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

LI-KS1

• Experience of working with and influencing various levels of management, building relationships and influencing across teams and a wider community of other leaders and managers. A clear communicator.
  Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams.
  Will have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains. Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology.
  Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts.
  Will be passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans.
  Will have experience of working directly with partners to successfully deliver outcomes and will demonstrate an awareness of partner contracts.
  General understanding of technology architectures within a telecoms environment to be able to provide context around the capacity forecasts
• Desirable criteria:
• Ability to communicate effectively in both oral and written form
  Ability to work collaboratively and build relationships
  Ability to work successfully as a member of a team and independently
  Ability to exercise sound judgment in making decisions
  Ability to analyse, organise and prioritize work while meeting multiple deadlines

• Manage and track continuous service improvement initiatives
• Manage and report on all key KPI’s and performance measure
• Track and review all PIR’s and subsequent actions identified
• Support the implementation of operational controls to support continuous operational maturity and compliance

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