Service Manager - MVNO

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We are always on the lookout for great talent. Just like our customers, we offer our employees more. From a choice of benefits, rewards, training and ongoing career development there are many reasons to join O2.

O2 is the commercial brand of Telefonica UK Limited, a leading digital communications company owned by Telefonica S.A. With over 25 million customers across the UK, O2 is one of the world`s most innovative companies putting our customers at the heart of everything we do.

We are much more than just a network. We open up the endless possibilities of technology, connecting our customers to the things that they love and exploring new ways to open up the world for them.

About the Team

The MVNO Service Management team support the operational parts of the O2`s network comprising network and IT. Network will provide voice, data and messaging services and IT service will include billing and provisioning. MVNO`s make up a significant percentage of users of the O2 network and contribute a huge amount to the bottom line and are therefore a very significant part of our customer base.

About the Role

The role acts as a dedicated point of contact for MVNO partners and also as the voice of MVNO partners within the business. The key objectives are to ensure that MVNO customers receive an equivalent service to that experienced by O2 customers and also that we meet our contractual obligations for the MVNO.

What you`ll be doing

-Meeting the network and IT contractual targets in the contract

-Achieving a high customer satisfaction rating from key stakeholders in the respective MVNO organisation

-Compiling and delivering the monthly service review packs that are a contractual deliverable

-Delivering service improvement plans (SIPs) to remove operational issues experienced by the MVNO

-Liaising with the commercial and product teams to ensure full alignment within O2

What we`ll need from you

-Knowledge of mobile networks

-Experience in a customer facing role

-Knowledge of ITIL methodology

-Ability to understand technical information and translate into laymen`s language

-Excellent people skills

-Competency in Microsoft office suite (Word, Excel, Powerpoint)

Grade: PCGU

Salary and benefits:

We are looking to pay a competitive salary (depending on experience) for this position, and in addition we have some great benefits that could include a bonus, life cover, health care, holiday entitlement and lots of flexible benefits too.

Telefonica`s commitment to a great work-life balance allows us to consider flexible approaches to working. Like to know more? Feel free to raise it.

Joining Telefonica means opening up a world of freedom, support and possibility. A fascinating world where you`ll be able to think bigger, be bolder and try new things. And where there are endless opportunities to develop your career.

There`s so much to discover. Your adventure starts here.

To find out more information and to apply, please click the APPLY button.