Service Performance Manager

Wifinity Ltd; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

Wifinity Ltd is seeking a Service Performance Manager to enhance service delivery and customer satisfaction. This role involves leading problem management, collaborating with cross-functional teams, and driving service improvements. The ideal candidate will possess strong analytical skills and a proven track record in service management.

Benefits

Annual Leave Buy & Sell Scheme

Remote first working environment

Qualifications

• Proven experience in leading problem management processes.
• Experience in coordinating cross-functional teams.
• Strong analytical skills to assess performance data.

Responsibilities

• Lead the problem management process and implement solutions.
• Develop and monitor service improvement initiatives.
• Collaborate with teams to resolve complex service issues.

Skills

Problem-solving

Analytical skills

Communication

Job description

About us:
Wifinity was founded in 2007 to solve a problem—our armed forces were struggling with reliable connectivity. While living in barracks, often in remote locations, ordering a landline and booking in an engineer just wasn’t an option.

And that problem isn’t exclusive to the military, either. Students living in University accommodation, families visiting holiday resorts, or living in shared accommodation and retirement communities.

Conventional home broadband doesn’t always work for them.

Wifinity is different. We offer the same benefits as traditional broadband, such as super-fast speeds, WiFi, and secure and private networks, but none of the downsides. We even offer Pay As You Go and flexible contracts, so customers only pay for what they need without hefty penalties or long contract terms.

We take the complexity out of connectivity.

The opportunity:
We are looking for a talented Service Performance Manager to join our busy Customer Operations team. Reporting to the Director of Customer Operations, they will be responsible for leading problem management to identify and resolve service issues, and driving service improvements to enhance delivery and customer satisfaction. This role collaborates with cross-functional teams, supports change management processes, and ensures alignment between service delivery and customer expectations.

Key areas of focus:
Your day-to-day role will consist of the following responsibilities, you may be required to carry out further responsibilities at the company's discretion.

• Lead the problem management process, ensuring all problems are reviewed, root causes are identified, and solutions are implemented to prevent future occurrences.

• Work closely with cross-functional teams to manage and resolve complex service issues

• Develop, implement, and monitor service improvement initiatives to enhance overall service delivery and customer satisfaction. Collaborate with internal teams and clients to ensure continuous service enhancements are made

• Support the internal change management process by evaluating, documenting, and ensuring smooth transitions for new and modified services, ensuring that changes are implemented with minimal disruption and meet quality standards

• Assist with representation of the operations function in the sales governance process, working closely with sales, account management, and operational teams to ensure alignment between service delivery and customer expectations.

• Collaborate with service design and technical teams to define and document service specifications, ensuring that the design of new services or solutions aligns with operational capabilities and customer needs

• Use data to drive actionable insights and improvements through the provision of regular reports on service performance, issues, and improvement plans to senior management and other stakeholders

• Act as a liaison between clients, internal teams, and third-party vendors. Build strong relationships with key stakeholders to ensure service delivery meets contractual obligations and exceeds customer expectations

• Work closely with the Sales and Service functions to ensure operations are compliant with customer demand, and adherent to customer contracts

About you:
You will be an organised and solutions-focused team player with a flair for issue management. You should have the ability to coordinate individual and team resource across multiple teams, and an ability to prioritise based upon impact and urgency. You value excellent service and are able to steer and support stakeholders across the business to deliver this. You are excellent at working with people and always strive to provide a customer-driven approach. We are looking for someone who has:

• Strong problem-solving skills with the ability to identify root causes and implement long-term solutions

• Expertise in leading problem management processes and coordinating cross-functional teams to resolve complex service issues

• Experience in analysing service disruptions, identifying trends, and developing preventive measures

• Proficient in developing, implementing, and monitoring service improvement initiatives

• Ability to identify areas for service enhancement and customer satisfaction improvements.

• Strong analytical skills to assess performance data and drive continuous improvement strategies

• Knowledge of change management processes and methodologies.

• Experience in evaluating and documenting changes to services, ensuring smooth transitions and minimal disruption.

• Strong attention to detail and ability to ensure that service changes meet defined quality standards.

• Strong communication skills, both written and verbal, to represent operations in the sales governance process and align service delivery with customer expectations

• Experience in working with operational and technical teams to define and document service specifications

• Experience analysing performance data and deriving actionable insights for process improvements

• Solid understanding of the technical aspects of service delivery, particularly in areas like IT services, network operations, and infrastructure management

Your experience:

• Proven experience in leading and managing the problem management process, identifying root causes of service disruptions, and implementing long-term solutions

• Proven experience coordinating cross-functional teams to resolve complex service issues, ensuring prompt and effective resolution

• Proven experience in developing, implementing, and monitoring service improvement initiatives, ideally in an ISP or MSP environment

• Experience identifying opportunities for service enhancements and driving improvements to increase customer satisfaction.
• It would be advantageous to also have experience working within technical support/network operations/field engineering

We offera competitive salary and benefits package which includes an ‘Annual Leave Buy & Sell Scheme’, in addition to a remote first working environment, allowing our employees more flexibility when it comes to the importance of a healthy work / life balance. Please be aware that the successful applicant to this role will receive an offer which is subject to the satisfactory completion of a basic level DBS check.

At Wifinitywe pride ourselves on being an equal opportunities employer, with an inclusive culture who do not discriminate and whose hiring outcomes and commitments are based upon your talent and experience.

This advert can be available in other formats (upon request) for those who require it, please contact [e-mail] for assistance.