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Customer Service Manager - Telecoms - Manchester/Leeds


Salary Package: £50000 - £55000 per annum + Car Allowanc
Location: Greater Manchester, England
Consultant: Martin Hazard
Posted: 04/01/2019


I am working with the hiring Director of one of my established clients who is urgently looking for an experienced Customer Service Delivery Managers with knowledge of the Telecoms ‘External’ Fibre Network … Ideally based within daily commuting distance of either Greater Manchester or Leeds.

My client is widely regarded as one of the UK’s largest alternative provider of wholesale fibre network infrastructure. They have major metro footprints in UK cities and a national long-distance network, they are in the future-proofing the UK in a digital age by unleashing the power of pure fibre connectivity to the public and private sectors, mobile operators and communication providers. Their mission is to build transformational fibre optic infrastructure for the UK, empowering the UK’s economy and society with the objective of transforming the way governments, businesses and consumers communicate.

Summary Overview:

• Manage the delivery for a portfolio of clients and projects across local and regional partners operating in both the public and private sectors in multiple cities

Key Duties & Responsibilities:

• Lead the delivery of client projects as the main delivery interface into partners and clients across a range of locations
• Develop a strong understanding of client contracts across the scope of delivery, commercial milestones, billing arrangements and any associated financial penalties that may be applicable
• Work with partners to establish Project Kick off ensuring the necessary support from client and internal team members
• Lead the planning, delivery and execution of all specific client communication throughout the delivery life-cycle. Should include plan for regular meetings/calls and reporting
• Establish, manage and reporting of project Highlights, Risks and Issues throughout the project life-cycle both internally (within a matrix environment) to senior management team and to client stakeholders
• Develop a strong understanding of the project business case and report any risks or issues as recognised on both Capex and Revenue
• Ensure standard business end-to-end processes are being followed to capture all data as required for Operational handover of each service in order to maintain the highest levels of ongoing Service Management
• Develop strong working relationships with cross functional areas such as Sales and Marketing teams in supporting the achievement of business goals and targets as required

Key Qualifications/Experience/Knowledge:

• 5+ Years Project Management Experience & gained within a Telecoms environment
• Technical Knowledge of the External Telecoms Network (knowledge of site-based construction activities e.g. utilities, civil engineering & New Roads & Streetworks Act (NRSWA) would also be advantageous)
• Technical understanding of Telecoms WAN Technology and Fibre Optic Networks
• Track record in delivering medium to large multi-site client projects with experience of managing capital budgets extending to multi-millions
• Effective management of client relationships to executive level
• Presentation skills and ability to present to senior management, clients and stakeholders
• Ability to negotiate suitable outcomes that mitigate project risk
• Leadership skills and ability to set good example to others
• Experience of CRM systems (e.g. Salesforce)
• Good working knowledge of Microsoft Word, Excel, PowerPoint, Project and Visio

Pay & Benefits:

• Salary (Permanent) c. £50,000 p.a.
• Car Allowance Scheme c. £400 per month (£4,800 p.a.)
• 28-Days’ holiday, including public holidays pa
• Private Medical Insurance (from date of joining)
• E