As our Service Level (MI) Analyst, the role will be responsible for leading and developing the Freedom Fibre Limited (FFL) Service Desk Management Information and reporting against key metrics which support Service Operations. You will own the creation of any Service Operations Reports to meet the needs of our customers. Able to support a great team environment, friendly and hard working. You will report service performance to the Director of Customer Operations and management team, highlighting any areas of improvement along with adding commentary to supporting your findings. You will play a key role supporting Communication Providers in managing order provisioning sequencing along with ensuring data is provided to allow them to communicate to their FTTP customer. You will have a range of responsibilities including all Provision & Assurance reporting activities, along with Service Delivery processes including Incident, Problem & Change.
Determine the most appropriate means of identifying, capturing, and processing information required to meet business objectives, specifically around the service experience.
Provide support and guidance to FFL colleagues to understand activities carried out within Service Operations.
Innovate the creation and maintenance of any new and existing reports to meet the customer needs and in relation to our contractual service level obligations.
Track and report all Property Reference Numbers (UPRN) through the agreed milestones and ensure this information supports a clear vision to the Service Delivery Manager of when properties will be ready to provision, this will support any provisioning sequencing with the Communications Providers (CP)
Work closely and collaboratively with internal FFL departments to ensure Service Operations meet all reporting requirements and deadlines.
Able to report commentary to trends or anomalies to FFL Management
Drive continuous improvement of processes
Provide Service Delivery Manager & Service Assurance Manager with data insights in a presentable format and to meet the customer’s needs. Insight should give visibility into the performance as well provide suggestions of improvements which could be made
Working to achieve SLAs, quality standards and other KPI’s agreed
Effective time management ensuring tasks are effectively complete with agreed timeframes.
Work within the relevant FFL policies e.g. Information Security
Develop clear tracking and validation of the Gigabit Voucher Scheme in line with project applications
Develop resource models to support recruitment planning and achieving SLAs
Developing and operating ways of working to ensure data quality
Service Delivery Manager
Good communication, organisation and team working skills
Customer focused with a professional outward attitude
High attention to detail and quality
Be able to communicate effectively and professionally with internal and external clients
Time Management. The ability to manage time and prioritize tasks
Can do attitude, focussed and ability to work independently in line with our service guarantees
Experience & Qualifications
Excellent skills on Microsoft applications
Working within Telecoms, specifically Fibre related products
Working within a Service Support Environment
Using Service Desk applications
Our ideal fit
Someone who is a team player, they must be willing to get their sleeves rolled up from time to time in order to take this business from what is a start-up to one that is an industry leader. They must enjoy presenting data in a readable format along with ensuring attention to detail.
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 have a Company pension scheme which Freedom Fibre support generously.
Place of work
The place of work will be offices in Irlam, near Manchester.