Service Assurance Manager – Irlam, Manchester

The Role

As our Service Assurance Manager, the role will be responsible for leading and developing the Freedom Fibre Limited (FFL) Service Desk Technical Support Analysts. You will oversee and co-ordinate all assurance and improvement activities to ensure service operations meets its very strict SLAs. Able to create a great team environment, friendly and hard working. You will report service performance and drive continuous improvement activity and problem management where issues are found with the product, process or systems. You will play a key role supporting Communication Providers, 3rd party contractors and residents within our build areas. You will have a range of responsibilities including exception management for Provision & Assurance, monitoring of the FTTP network to support provision/assurance activity, supporting our incident management process and supporting continuous service improvement.

Responsibilities include

  • Manage FTTP Technical Support Analysts and oversee Service Desk activities.

  • Work closely with internal FFL departments to ensure FTTP Orders are progressed and completed within delivery lead times.

  • Ensure all support groups are performing to the expected standards and liaise with internal FFL departments / suppliers to ensure swift resolution of a provisioning or assurance activities.

  • Develop and support peer relationships both within operations and across FFL.

  • Resolve any exceptions that occur during the provisioning process within target SLAs.

  • Identify, escalate and resolve any provisioning or early life process issues along with ensuring the management are kept informed along with regular progress updates to the Communications Provider (CP).

  • Able to report trends and potential incidents to FFL Management.

  • Ensure all provisioning and assurance processes are used efficiently and accurately to reduce delays and customer dissatisfaction.

  • Own day to day issues impacting efficiency of the provisioning/ fault management process, including escalation and complaint management.

  • Be proactive in identifying potential areas of development in FFL provisioning procedures.

  • Support management with development in FFL by taking part in workshops and liaising with other teams to help the continuous improvement of processes and customer experience.

  • Support Service Delivery in monthly service reviews and providing reporting to support customer needs.

  • Working to achieve SLA’s, quality standards and other KPI’s agreed.

  • Technically support on all appropriate products in line with the Service Desk support scope

  • Own the resolution of customer issues in accordance with Service Desk support scope.

  • Effective time management ensuring tasks are effectively complete with agreed timeframes.

  • Work within the relevant FFL policies e.g. Information Security

  • Responsible for taking ownership through to resolution for complaints, high level escalations, service requests that have been repeated/reopened a specified number of times and remain unresolved.

  • Provide full root cause analysis and highlight improvement opportunities to reduce future fault volumes.

Reporting To

Service Delivery Manager – Interim

Personal Attributes

  • Good communication, organisation and team working skills.

  • Customer focused with a professional outward attitude.

  • Be able to communicate effectively and professionally with internal and external clients.

  • Time Management. The ability to manage time and prioritize tasks.

  • High level of accuracy on manual data tasks

  • Can do attitude, focussed and ability to work independently in line with our service guarantee’s.

  • Team Player

Experience & Qualifications

  • Working within Telecoms, specifically Fibre related products

  • Customer Services Training/Experience

  • Team Management Experience

  • 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.

What We Offer

37.5 hours per week, Mon-Fri. Competitive salary and benefits package. Flexible working.

Still Interested?


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