Service Manager; Maternity Cover

Overview

Here at AllPoints Fibre (APFN), we're transforming fibre connectivity across the UK. We're looking for talented individuals to join our journey.

Role Overview We’re on the lookout for a Service Manager to manage service partnerships with customers and suppliers to ensure service is delivered to agreed service levels, and that the desired business value is achieved. Produce operational documentation to ensure service requirements are clearly understood and performance is reported and reviewed; use this as input into continual service improvement.

Customer Engagement

• Own and report on Service Level Management
• Drive improvements with Service Improvement Plans (SIPs)
• Represent customers’ requirements and interests
• Drive continuous service improvement (CSI) and service development, increasing customer satisfaction and Net Promoter Scores (NPS)
• Remain accountable for developing and maintaining an industry leading end-to-end service experience for customers
• Remain accountable for delivery of customer’s contractual service deliverables, including service levels, and reporting
• Drive the performance of operational teams to support in-life service delivery to customers
• Own the relationship with key customer stakeholders for in-life service
• Maintain close engagement with associated sales teams
• Maintain close engagement with key account managers for larger customers and support operational and service escalations
• Engagement with aligned third party suppliers as appropriate
• Support with customer complaints, ensuring they are managed promptly and effectively, with outcomes used to drive service improvement

Supplier Engagement

• Work with product management and procurement, participate in supplier identification, evaluation, and selection
• Liaise with procurement to align service management with commercial management

Management

• Drive, measure, and collate appropriate KPIs to clearly understand the performance and status of services in the portfolio
• Capture risks and ensure effective mitigation approaches are agreed and in place, escalating high/very high risks
• Communicate major issues, escalating as required to reduce risk to SLA
• Collate service reporting documentation and ensure it is available to all relevant stakeholders on a timely basis
• Participate in and chair Service Relationship review meetings
• Regularly seek and collate feedback from key stakeholders from both parties on service performance

Improvement

• Initiate and manage Service Improvement Programmes (SIPs) where needed to eliminate unacceptable performance
• Use metrics and KPIs to drive continual service improvement, proposing contractual changes when necessary
• Collaborate on general service and process improvement where relevant

What we’re looking for
:

• Ability to communicate clearly and inclusively both verbally and in writing
• A strong sense of commercial awareness
• Confidence in a service management environment
• A proven ability to work in a structured and methodical way
• Positive assertiveness
• Desirable:
  Knowledge of Customer or Supplier Management in a wholesale environment
• ITIL Service Management certification

We offer an extensive wellbeing package including Bupa private medical insurance and dental cover, income protection, group life insurance, a health plan, and even massage benefits. We start all employees with 30 days of annual leave (pro rata) plus bank holidays, with enhanced leave for illness or parental leave. We offer a contributory pension, and cashback/voucher schemes to help with living costs.

At AllPoints Fibre, Diversity Makes Us Stronger. We’re building an inclusive workplace where everyone feels valued, respected, and empowered to thrive. We’re committed to:

• Fair pay and equal opportunities for all
• Supporting underrepresented groups through our Women in Telecoms Network
• Investing in future talent with our apprenticeship scheme and mentorship programmes
• Ensuring every employee completes Equality, Diversity & Inclusion training
• Creating a culture where every voice is heard and everyone has the opportunity to grow

We welcome applicants from all backgrounds and experiences.…