Hybrid working - Dublin Telecommunications experience is critical €80k - €85k base + 10% bonus + pension We are looking for a highly skilled and motivated Service Operations Manager to join a telecommunications service provider.
You will lead a team of project managers, coordinators, and field staff to deliver outstanding service within defined SLAs, while driving continuous process improvements and monitoring key KPIs.
Key Responsibilities: Champion operational excellence, embedding core values into every aspect of service delivery.
Oversee service delivery for retail and wholesale customers, ensuring alignment with business objectives.
Build and nurture a high-performing, collaborative team, fostering synergy across departments.
Align service delivery with both short- and long-term business goals.
Lead and manage project managers, order managers, and service coordinators for optimal resource utilization.
Own and optimize the book-to-bill process, ensuring efficiency from initiation to revenue realization.
Analyze and refine internal and third-party processes to enhance service delivery.
Maintain and enforce SLA compliance while improving reporting systems for transparency.
Provide accurate revenue performance reports, analyze variances, and adjust forecasts as needed.
Prepare detailed reports to support strategic decision-making.
Maintain proactive customer communication, addressing escalations and providing regular updates.
Manage contractor performance, ensuring alignment with SLAs.
Lead the field team to uphold high service standards and operational efficiency.
Participate in monthly/quarterly customer reviews, delivering actionable insights.
Continuously improve operations to exceed customer expectations.
Key Skills & Experience: Service Delivery Experience within the telecommunications sector Technical Skills: Proficient in Excel (formulas, pivot tables), project management, and Salesforce.
Familiarity with fibre and wireless installations, telecommunications industry best practices, and technologies like DWDM and MPLS.
Leadership & Behavioral Skills: Strong leadership, customer management, and supplier management abilities.
Excellent presentation and communication skills.
Proven experience in handling escalations, with attention to detail and the ability to multitask and delegate effectively.
Skilled in mentoring and motivating teams, managing change, and building strong partnerships with external stakeholders.
A great opportunity awaits to work with an enjoyable team on interesting projects.
Please click APPLY to be immediately considered