Service Performance Specialist - Reading, United Kingdom - Three UK

Three UK

Verified Company

Reading, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company Description
Accountable for measuring what level of assurance is required to ensure the service is being operated at its most optimal level of efficiency and effectiveness

Accountable for actively managing the risks associated to maintaining the service and provides recommendations associated with improving the service across the enterprise with the goal of increasing business performance

Accountable for the provision of all facets of insight derived for balanced scorecards utilized by service owners in the delivery of service

The typical planning horizon is variable and aligned by service reporting that can be ad-hoc, weekly, monthly, quarterly.

Clearly establishes performance goals related to the delivery of services across all channels (IT service desk, call center, selfservice, network, finance), and communicates them to all key stakeholders
Actively manages the risks associated to maintaining the service and provides recommendations associated with improving the service across the enterprise with the goal of increasing business performance
Improves visibility into service performance, and accurately measures progress towards defined objectives
Facilitates continuous assessment, evaluation, and refinement of core service processes to eliminate waste and reduce supportrelated costs. Provides Service Owners with recommendations for entry and exit criteria for the planning, deployment and change of services during the service lifecycle.
Provides recommendations to the business to improve NPS and end user satisfaction
Provides service owners with balanced scorecards for all services covering all facets of service: customer experience, quality management, financial, security and compliance

Qualifications

Experience of service performance analysis within telecommunications with aptitude for tracking and understanding impacts (internal and external) to service
Experience of working with and influencing within teams
An ability to demonstrate how they add value and contribute to team successes and outcomes
Ability to make decisions, problem solve, work and collaborate within teams
Flexibility and agility to move between role types within teams. Understands relationships within those teams and their key stakeholders
A keen interest and drive in selfdevelopment and learning, being open to feedback, challenges and opportunities
Specialist knowledge required for the role including relevant standards, regulations, frameworks, technologies and process
Will be able to demonstrate implementing and making recommendations for improvements that are in line with strategies
Ability to contribute to operational plans within their area that puts the customer experience first
Will have an understanding of Three's products and services and how we differentiate in the market
Will be able to understand and analyse the data and insights in their area to support management and leadership teams to make effective and informed decisions
Ability to work in a fastpaced changing environment enjoying the challenges and opportunities this brings
Can demonstrate being able to effectively prioritise work based on time, cost, quality parameters
Will have experience of working directly with partners on a regular basis

Additional Information

Competitive annual salary, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
Hybrid working between your home (23 days a week) and our brand new Reading HQ office at Green Park (23 days a week)
28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
Private Medical Insurance, Life Assurance and Income Protection
Free mobile phone package & unlimited simcard
Free onsite car parking
Plus lots more including wellbeing and learning & development benefits

Salary range for this role start's at £40,960, and exact salary will differ by job and experience

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.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.