enet

About enet

The Head of Customer Operations will be responsible for all customer service, including the deliver, support and management of all aspects of customer operations. The successful candidate will have a proven track record in the areas of service provider delivery and support, and be passionate about excellence and continuous improvement in how we interact with our customers, and have an excellent understanding of the products we offer, how they are delivered, and how they are supported. About Enet Enet operates the largest, alternative, wholesale telecoms network in Ireland. Our infrastructure comprises of over 5,400 Km of state-of-the-art fibre, including metro fibre (Enet owned networks and the Irish State’s Metropolitan Area Networks) and a unique dark fibre backhaul network. In addition, the company also operates one of the largest licensed wireless networks in the country. Taken together, Enet’s infrastructure creates a fully integrated, nationwide network that is truly open access in nature, enabling our customers, the retail service providers, to deliver world class bandwidth services to their customers throughout Ireland. Enet are more than just telecoms operators; we are a team of dedicated people who are focused on going that extra mile for our customers. Here at Enet, we continually strive to be a great organisation. We recognise that the most important ingredient in being a great company is having great people. The Enet team is undoubtedly our greatest asset, and we are dedicated to attracting and retaining extraordinary people. Enet employees are motivated and highly skilled people who believe in what we are doing and genuinely enjoy coming to work. We have created a happy, relaxed environment for our people, where they have the opportunities to learn and grow on a daily basis. Ours is a fast-paced, dynamic environment; perfect for those who love to be challenged. We are always on the look-out for people who are talented, highly motivated and dedicated to delivering our commitments to our customers. As part of the Enet team, we will work hard to nurture your talent and curiosity, develop your skills and realise your potential. Role Description Development and implementation of customer excellence processes and KPIs, setting targets, implementing measurements, and taking corrective actions to maintain targets Development and implementation of internal SLAs. Agree targets and manage the internal teams and sub-contractors to meet the agreed SLAs. Undertake structured relationship management meetings with installation and maintenance contractors. Prepare internal performance reports, identify gaps in adherence to process or SLA, and define and implement continuous improvement initiatives to address performance reports. Define and implement quality control objectives for each aspect of our delivery and support processes. Identify accurate and detailed KPI reports to measure all aspects of quality identified, and work with internal teams and sub-contractors to implement quality improvement plans where necessary. Develop and implement detailed service management KPIs. Produce timely, relevant and accurate reporting on all aspects of our service to customers. Where service fails to meet agreed KPI, identify and implement remedial actions to address the specific issues, as well as the root cause. Develop a clear set of KPIs for each stage of the delivery process, identifying any variance. Identify the required actions to address the variance to target. Produce timely, relevant and accurate reports clearly identifying risks to target and advise internal stakeholders of the risk in advance of target breach. Work with the transformation team to identify the areas of improvement. Identify solutions to internal and customer facing problems, and working with the relevant teams, implement the changes. Lead and inspire the service delivery and support teams to adopt change initiatives and set objectives to ensure clear adherence to change initiatives. Implement performance objectives for each team member that are consistent with our customer excellence transformation. Identify and implement agreed systems changes to support new processes, and drive efficiency and excellence in our customer support. Work with the commercial teams to undertake periodic reviews of critical customer SLAs in the areas of delivery and support, and ensure corrective actions are identified and implemented to meet all SLAs. Where appropriate, identify fundamental risk to standard SLAS, and work with product owners to identify appropriate revisions. Prepare timely and accurate management reporting for internal managers, and board. Ensure all reports are clearly identifying the relevant business metrics and highlight any areas of risk to the business. Skills Required Minimum 10 years’ experience in Service Provider Operations, with a minimum of 5 years of managerial experience. Degree in a Technology or Business discipline. Proven success in service provider operational excellence, based on service provider e-TOM and ITIL best practice methodology is essential. A demonstrable understanding of process improvement and implementation, systems development and leadership of teams through change is essential. The Head of Customer Operations will have the ability to inspire the service delivery, service support and operations teams to adopt a mindset of continuous improvement and excellence in everything we do. If you think you have what it takes and you feel the need for a genuine unique challenge, please apply in full confidence. Job Types: Full-time, Permanent

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Legal Form: SA

Company Type: Private

Company Size: 51 - 250

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