The Delivery Manager’s duty is to coordinate the successful completion of installations, ensure that contractor work is in compliance with the necessary standards, and where required take a more proactive lead in driving installation improvements. Managing initially a team of approx. 4-8 Qualify Fibre Specialist engineers in Northwest locations with plans to expand in line with our network expansion. Working cross functionally with network build teams, external installation partners and operations to efficiently deliver an exceptional customer experience.
Take a lead technical role with our installation partners to delivery Right First Time performance. Identify and put into action a continuous improvement and root cause analysis approach to delivering against ambitious connection targets. Office and site based to support operational/process improvements as well as developing a team by coaching, supporting and leading by example. Create reports and identify new ways of working to drive an efficient function which adds lots of value.
Identify continuous improvement across the installation process in all areas through focused audits, managing relationships, improving quality, working in line with H&S standards
Upto speed with quality checks on engineers to ensure they are demonstrating and working inline with H&S guidelines
Manging and coaching installation engineers to ensure safety, quality and processes are followed in line with Freedom Fibre requirements at all times
Assist with technical support between the service operations and the field resource when required
Managing any risks that need addressing impacting customer connections or field team
Putting into place effective and efficient processes to support ‘on the day’ issues that would otherwise prevent successful completion of tasks impacting right first time
Managing both technical and commercial issues with complex / non-standard installations from site survey through to successful completion
Embracing continuous improvement (CI) supporting the organisation with installation problem solving
Preparing and conducting meetings with Install Partners and wholesale customers in relation to improving installation process and/or agreeing new installation requirements
Identifying system improvements required to support the Quality Fibre Specialists requirements and effectively able to manage resources and build area efficiencies
Coaching and mentoring a team, responsible for recruitment, performance management and developing the team to a high standard.
Managing technical aspects and performance of our installation partners.
Collaboration and teamwork with peers within operations to support the installation performance and delivery against our RFT metrics
Identify efficient ways of working to ensure engineers are being used effectively and able to cover demand of escalations and other daily activities which form part of the Quality Fibre Team.
Developing processes and creating structure within your team to support future growth
Creating management reports in line with the business needs
Head of Service Operations
Skills and Experience
Experience auditing completed works and carrying out quality checks
Experience auditing safe systems of works (safety checks)
Extensive experience and knowledge of fibre including network build, FTTP installation, fibre blowing and fibre splicing, service assurance
Knowledge of PIA – duct and / or pole installations
NRSWA – units 2 and 10
Working in a service environment and managing service contracts
Full clean driving license
Knowledge of the OR Network
Excellent working knowledge of Microsoft Office packages including Word, Excel and PowerPoint
Experience of managing a team
Excellent communication skills and culture of working as part of a team
Experience of managing contracts with partners/contractors
Willing to get involved and be hands on when needed
Our Ideal Fit
Someone who is a team player, they must be willing to get their sleeves rolled up from time to time, to take this business from what is a start-up to one that is an industry leader.
Working with Freedom Fibre
We operate in a relaxed and industrious atmosphere; you will be encouraged to speak out and contribute wherever you feel you have something to offer. Our offices are open 07:00 through to 19:00 and we are happy to be flexible with working hours so you can enjoy a relatively stress-free commute or work from home to create the best possible work life balance that suits you and Freedom Fibre.
We offer an attractive package including bonus, generous pension, private health care and flexible working along with other benefits.
Freedom Fibre is an Equal Opportunity Employer
We are committed to being a successful, caring, and welcoming place for all employees. We offer a supportive and inclusive environment where everyone, from any background can reach their full potential without prejudice and discrimination. We are committed to a culture where respect and understanding are fostered, and the diversity of our people is positively valued.
Place of Work
The place of work will be our offices in Irlam, near Manchester.