Senior Manager, Services UK & Ireland

Adtran; Basingstoke; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading telecommunications company is seeking a highly motivated Senior Manager to oversee service delivery operations in Basingstoke, UK. The Senior Manager will lead a team, ensuring high-quality project management and customer satisfaction while managing service delivery performance and financial outcomes. Candidates should have extensive telecommunications background, project management expertise, and strong communication skills. This role offers opportunities for hybrid work and is crucial for enhancing customer relationships and service delivery efficiency.

Benefits

25 days holiday + public holidays

Company pension scheme

Private medical insurance

Free onsite parking

Qualifications

• Background in telecommunications Infrastructure (Fiber Access and Optical Networks Domain).
• Extensive experience in customer program/project management or aftersales services management.
• Proven record for leading teams and managing service delivery projects.

Responsibilities

• Lead a team of Service Program Managers and Professional Services engineers.
• Customize and implement service delivery strategy according to business plans.
• Ensure compliance with agreed service delivery models and standards.

Skills

Telecommunications infrastructure background

Project management

Customer relationship management

Strong communication skills

High organizational skills

Education

Engineering Degree or equivalent

Job description

Senior Manager, Services UK & Ireland page is loaded## Senior Manager, Services UK & Irelandlocations: Basingstoke, UKtime type: Full timeposted on: Posted Yesterdayjob requisition id: R005125**Welcome!**Our Growth is Creating Great Opportunities! Our team is expanding, and we want to hire the most talented people we can. Continued success depends on it! Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you! Thanks for your interest in working on our team!We are looking for a highly motivated **Senior Manager** to join our Services team in the UK.**Main purpose of the position:*** Senior Manager is responsible for all service delivery management and service delivery operations and is accountable for the assigned market and customers for successful service delivery execution performance, customer satisfaction and financial performance.* Senior Manager is responsible for leading a team of regional Service Program Managers and Professional Services organization to deliver high-quality project management, design, implementation, consulting, and support services.* Senior Manager owns the end-to-end services delivery process and acts as escalation point towards the customer for all aspects related to the execution of network support, maintenance and professional services contracts.* Senior Manager has P/L responsibility for services business for assigned market and customers**The key responsibilities of this role will include:*** Leads a team of Service Program Managers and Professional Services engineers.* Customizes and implements services delivery strategy in the market and assigned customers according to the business plans* Ensures compliance with agreed service delivery models and standards* Ensures services delivery performance* Ensures that plans are in place to have the capability (capacity & ability) to deliver within the timescale* Ensures that following Key Performance Indicators are met: + Service Delivery Performance (contract fulfillment) + Service Quality (transactional customer satisfaction) + Customer Satisfaction Index + Services profitability* Customer Relationship Management in all Services delivery phases including improvement of customer satisfaction and management of relationships with key customer contacts* Liaises closely with customer’s technical management to ensure close relationship and responsiveness to customer needs* Coordinates service quality improvement efforts and activities locally* Searches for further service business opportunities in Customer’s business* Application of Adtran Quality System procedures and practices**Knowledge, skills and experience required:*** Backgroud in telecommunications Infrastructure (Fiber Access and Optical Networks Domain) / Engineering Degree or equivalent* Extensive professional experience in customer program/project management or aftersales services management in telecommunication business* Proven record for leading people* Proven track record to manage and control service delivery projects* Experience in managing customer escalation situations internally and externally* Very good communication (verbal and written) and customer facing skills* Ability to build Customer Relationships at all levels, including VP/Cxx level* High degree of initiative and the ability to work under high customer pressure* Strong organizational skills and attention to detail* Positive attitude and work ethic**Scope of employment:*** Fulltime / Permanent* Readiness to travel within the UK* DBS check will be required (Adtran to arrange)**Primary location of job:*** Office based (Basingstoke), hybrid working or remote working**Compensation and benefits:*** Base salary* 25 days holiday + public holidays* Company pension scheme (salary sacrifice)* Income protection insurance to cover serious illness* Life assurance* Private medical insurance* Employee assistance helpline* Free onsite parking