operations manager Oswestry, England
Job description
Company Description
Who are we?
Specialist Networks Operations Ltd. is a Network Managed Services provider. Formed in 2017, SNO has grown to be a trusted authority in the monitoring and management of large scale, fiber optic networks.
Created to support the massive growth in Open Access infrastructures globally, SNO provides a comprehensive range of services that allows network operators to run, optimize and manage their large scale networks on a 24/7/365 basis.
Based in the UK and the US, SNO has the talent, the tools and the team to ensure customer network operations run smoothly and that the network is highly available.
What’s it like to work for us?
SNO is committed to creating a smarter tomorrow for our customers. To do this we need talented people who share a passion for building customer relationships and solving customer problems.
We operate with honesty, integrity and respect, and value collaboration, innovative thinking and customer focus in everything that we do.
If you enjoy work in a dynamic and diverse environment, then we could be an excellent fit for each other.
Job Description
The City Operations Manager has the charter to manage a team of up to eight (8) Operational Analysts. Operational Analysts provide invaluable support to our General Construction partners on the installation of fiber optic cabling within cities across the United States of America. This includes managing the installation of both the fiber network and the supporting network termination device that resides in the customer’s home.
This is a UK based role, operating out of our City Operations Centre in Oswestry, Shropshire. To continue to deliver a world class service, we are seeking an experienced City Operations Manager to oversee daily Operational Analyst activities. We are looking for individuals that can deliver results in an often challenging and changing environment, who have an attention to detail and who can execute consistently.
· Location: Oswestry, Shropshire
· Salary: From £40,000 to £55,000k per annum (experience dependent)
· Contract Type: Permanent, Full Time
· Working Style: Office based, Line Management responsibilities apply.
· Working Pattern: Monday – Friday, business hours
As an ideal candidate, you’ll have a sharp business mind and demonstrable success in managing small teams. You’ll display a proven ability to develop and maintain an environment of trust, diversity, and inclusion within your team. Your ultimate responsibility is to increase our operational efficiency in the delivery of City Operations, where we are delivering fiber to the premise (FttP) across many cities in the United States of America.
Key Responsibilities & Critical Success Measures
· Lead, motivate, and support a team within a time-sensitive and demanding working environment
· Coordinate the production of Work Orders to support the installation and termination of fiber optic cabling
· Manage operational metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service
· Advise on process improvements that increase efficiency and customer experience
· Ensure the timely response and resolution to installation matters
· Manage the triaging of issues with 3rd party construction contractors
· Produce reports on 3rd party contractor performance
· Develop, implement, and maintain quality standards and processes
· Partner with cross-functional support teams in improving our tools, systems and productivity
· Complete regular performance reviews of staff and identify training and development needs
· Maintain constant communication with Directors, Management, staff, and clients to ensure proper operations
· Manage effectively under pressure, while prioritising workloads and dealing with escalations in a timely and appropriate manner
Qualifications
What do we need from you?
· 3+ years proven experience in Customer Service / Operations setting.
· Customer Focused and Customer 1st approach.
· Strong people leadership and performance led approach.
· Excellent ability to delegate responsibilities while maintaining organisational control of operations and customer service.
· Ability to manage a team on shift and remote working, driving Customer 1st culture.
· Ability to present at executive level on KPIs and General Reporting.
· Knowledge of general business software/CRM systems and aptitude to learn new applications.
· Proficient in the use of Microsoft Office (Word, Excel, PowerPoint, Outlook)
Additional Information
Did we mention the perks?
We show our appreciation by providing various benefits and rewards to our employees that help make SNO a great place to work and provide a great work life balance.
Some of the key benefits we offer include:
- Holiday – Starting at 22 days, with a maximum of 25 days
- 1 additional day’s leave for “giving back” to your community, charitable causes.
- Private Healthcare Plan - Health & Wellbeing offering – Including discounted membership for health plans + Eye Care Scheme, Employee Assistance Programme
- Death In Service
- Company Pension Scheme
Job Type: Full-time
Salary: £40,000.00-£55,000.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Private dental insurance
- Private medical insurance
Schedule:
- Monday to Friday
Education:
- GCSE or equivalent (preferred)
Experience:
- Operations/Customer Service: 3 years (preferred)
Work Location: In person
Application deadline: 25/08/2023
Reference ID: SNO-COM
