Senior Service Delivery Manager - Defence

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 an experienced Senior Relationship Manager to join our team. We need a passionate high performing individual to consistently provide a high level of service to our defence business customers through day to day engagement and relationship building, service performance reporting, problem management and escalation, and continuous improvement. Your passion for providing excellent end-to-end customer service and your strong interpersonal and leadership skills will help us ensure that we are consistently delivering for our customers and their end users.

Key areas of focus:
You will work internally across project delivery, finance, operations, and service delivery to ensure that our customers are receiving the best possible service and have an outstanding customer experience. Your day to day role will consist of the following responsibilities and you may be required to carry out further responsibilities at the company's discretion.

Customer engagement

• Act as first point of contact for external service enquiries and escalations.
• Ensure timely and quality responses to customer queries.
• Schedule and chair customer meetings including regular service reviews with key customer stakeholders.
• Build and maintain excellent relationships across the customer base.
• Identify and assess customers’ pressures, needs, challenges, to achieve and exceed customer satisfaction.
• Understand our customer contractual obligations, including SLAs, and regularly track and review performance against these.
• Work with finance and the delivery teams to ensure accurate billing, minimising disputes, and payments in line with the contract terms.
• Work with the finance partner to produce monthly and quarterly customer-facing financial summaries for actuals and forecasts for program delivery and ongoing service.

Service performance & reporting

• Use our support systems to produce regular customer service reports and quality documentation covering SLAs, service performance, incidents and problems.
• Analyse and present service data to customers via reporting and service reviews.
• Use service data and customer feedback to identify trends and areas of opportunity for improvement.
• Work internally to ensure tasks are carried out in a timely manner and in line with customer expectations.
• Understand and engage in the incident management process, acting as the liaison between Wifinity and customer where required.
• Manage stakeholders through regular reporting and engagement.
  Continuously improve customer experience.

About you:You will be a hungry, energetic individual with a real passion for delivering excellent customer experiences. You value creating strong relationships and are able to engage with people from all levels. You put the customer at the heart of everything that you do, and enjoy working as part of a team to deliver great outcomes.

We are looking for someone that:

• Has strong leadership skills and is able to engage individuals across all levels of an organisation.
• Has strong written and verbal communication skills, and is able to analyse and present complicated data in a clear and concise way.
• Is detail oriented and able to analyse information and data coming from different sources
• Is able to work independently and as part of a team in a fast-paced environment

Your experience:

• Experience in relationship/customer management, stakeholder management, or service delivery in the WiFi market or other relevant industry.
• An understanding of the defence landscape or relevant adjacent sectors e.g. outsourced or managed services / service integrators etc.
• Proven record of producing quality service reporting.
• Comfortable in providing leadership in a matrix organisation across delivery, operations, finance, sales.
• Good commercial, contractual, and financial knowledge.
• SC clearance or ability to gain

We offer a 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 Wifinity we are committed to providing a positive environment in which individuals do not encounter bullying or harassment on the basis of protected characteristics which are identified by law (including sexual harassment).We are committed to treating candidates and employees with courtesy, dignity and respect.

This advert can be available in other formats (upon request) for those who require it, please contact jobs@wifinity.co.uk for assistance.