Service Manager, Virgin Media Ireland

About Virgin Media:

Virgin Media is the leading connected entertainment cable and broadcast business in Ireland. Every day we deliver connections that really matter for Irish Consumers and Businesses with multi award-winning services including broadband, TV, mobile and home phone. Our Virgin Media Business division provides the fastest broadband speeds and connectivity solutions for entrepreneurs, businesses and the public sector.

 Virgin Media Television, our broadcast division, is Ireland’s number one commercial broadcaster offering three free-to-air channels: Virgin Media One, Virgin Media Two, Virgin Media Three, as well as the Virgin Media Player. We are a significant investor in home produced content, including news, current affairs and drama, as well as offering the best in international programming. Virgin Media Sport channels offer extensive sports coverage across the UEFA Champions League and the UEFA Europa League. Our advertising sales agency, Virgin Media Solutions, creates unique, innovative campaigns for our business and for third party clients across the UK and Ireland.

 Virgin Media is part of Liberty Global, one of the world’s leading converged video, broadband and communications companies, with operations in six European countries.

 For further information please visit: www.virginmedia.ie

About the Role:

As a Service Manager within the Virgin Media Continuous Service Improvement team you will be empowered to play an integral part in ensuring optimal efficiency across both our internal operational support teams covering Networks, IT, Mobile, and our Partners / Managed Service Providers (MSP) supporting those same operations. 

Reporting to the Continuous Improvement Manager in Service Operations, this role will be at the forefront of day to day continuous improvement and performance management of Virgin Media internal Operations as well as our MSPs who are responsible for operating the platforms and services supporting Virgin Media Ireland.

The Service Manager will act as the key interface for all platform operational issues and escalations between Virgin Media Ireland and the MSPs, providing governance and ensuring the service being delivered is fit for purpose, meeting the requirements of both the business and most importantly Virgin Media customers.

The Service Manager will also play a key role in identifying any opportunities for operational improvement across our Internal teams and MSPs, through Continuous Service Improvement & Service Improvement Plans. The successful candidate will also work closely with MSPs to establish areas of innovation which can deliver efficiencies to both Service Operations and the overall Business of Virgin Media.

Specific Duties & Tasks:

• Ensure Virgin Media Service Operations and associated MSPs are delivering against the agreed Operations strategy, highlighting areas for continuous service improvement and acting as an ambassador for Service Operations and Virgin Media 

• Engage in high profile Incidents and Problems to ensure alternative solutions to operational problems are considered that minimise risk and reduce customer impact

• Monitor, analyse and report on MSP service performance in delivering against the agreed SLA/KPI’s and continuous service improvement metrics

• Work collaboratively with cross-divisional peers in conjunction with our MSPs, to review and challenge working practices and performance with a view to improving processes, procedures and general levels of service

• Approve and govern Continuous Service Improvement Plans to ensure good practice is always considered alongside Customer Experience

• Ensure engagement between MSPs and technical teams follows agreed process and/or protocols, optimising performance and delivery

• Acts as the key Operational Interface for our MSPs to discuss Architectural and Engineering strategies, the impact on Operational practices and management of the platform and services

• Act as the primary customer advocate for Virgin Media in all interactions with MSPs

• Accountable for hosting internal Operational Service Reviews to glean feedback on the performance of Virgin Media Operational teams and MSPs, which can be used by the Service Manager to generate enhanced working practices and improved collaboration

• Drive an innovation and automation agenda with MSPs to enhance and optimise Virgin Media’s overall Service Management proposition

• Work collaboratively to ensure the MSPs are delivering against all contractual and commercial agreements, seeking service credits where service falls below the agreed standard

• Digest and assimilate complex service affecting jargon into meaningful and understandable information for stakeholder consumption and action 

• Act as the single point of escalation for all operational activities covered by the MSPs

• Responsible and accountable for preparation of MSP performance reporting packs for Senior Management 

• Acts as the key Service Management interface to Procurement for enterprise vendor performance assessments and reviews

Skills & Expertise:

• 5 yrs + Service Management experience, operating in complex technology environment

• ITIL accredited is advantageous

• Experience of working in a large Telco, leading cross-functional teams is preferable

• Able to dynamically respond to both strategic and tactical Operational Management requirements

• Experience engaging effectively with executive and senior level management

• Experience and appreciation of working in a service and customer focused environment

• Promotes a culture of Continuous Improvement and Innovation

The Person:

• A strategic, forward thinking individual who enjoys a fast paced environment and performs well under pressure

• A confident decision maker who is competent in coping with uncertainty and risk, advising and making recommendations on short timescales

• An experienced, inspiring people leader with outstanding communication, interpersonal and influencing skills

• First class problem solving skills who gets to the heart of the matter

• The ability to communicate effectively and efficiently with the business while ascertaining the key impact/detail behind the issue/request

• High attention to detail, someone who cares about quality in everything they do and can deliver within tight timescales

Virgin Media is an equal opportunities employer. Having a diverse workforce is critical to the success of our business