Director - Service and Operations - Telecoms

This position is accountable for delivering the operation and management of the active network infrastructure, proactively managing all stages of the network as well as delivering service transformation to enable to deliver the best customer experiences across various venues. The role will lead and embed my client's world class end-to-end Customer Service Experience, and has a vital role in setting the standards, whilst identifying opportunities across the Technology Spectrum to promote and deliver both operational and service excellence. As a customer first Champion, you ensure the company continues to build and sustain an inclusive partnership with their partners, customers and suppliers, whilst ensuring internal stakeholders understand their needs and are aligned to deliver on their commitments. Creating and embedding the vision, roadmap, the development and customer led management of their Service and Network Operation. Primary Responsibilities

• Determine how our customers are kept informed of their service's performance, acting as the conduit of our customer into the business. Partnering with our Commercial team to deliver a best in class, high-performing, customer-centric experience that embodies our culture.
• Lead, develop and embed ITIL and ISO accredited processes within the Service and Operations Teams to ensure operational excellence and outstanding service delivery.
• Responsible for managing the maintenance and operations for the DAS, Wi-Fi, Fibre and Small Cells infrastructure across all business projects.
• Continue to establish the Service and Operations systems, teams and functions, recruiting excellence and partnering with outstanding suppliers to implement a clear roadmap of systems and solutions that will ensure we achieve the milestones, SLA's and contractual requirements.
• Manage our customer relationship developing a culture which is collaborative, transparent, and focussed on optimising service availability and network improvements.
• Lead liaison for Service and Operations regarding bids, subcontracting, progress and delays and monitor the need and availability of sub-contractors in conjunction with current and future projects including the interviewing, hiring, and managing of sub-contractors as needed.
• Responsibility for the planning, coordination, and management of the Service and Operations teams, creating a culture of continuous improvement and customer centricity ensuring our customers have a positive relationship with all members of our team.
• Lead and coach the Network Operations Manager and Service Management Team when managing major network events meeting customer expectations whilst balancing our business requirements.
• Financial responsibility for the Service and Operations teams including cost budgeting and control for estimates, bids, and sub-contractors.