Posted: Posted 11 days ago

Service Manager

Salford Quays, Manchester

As a Service Manager within TalkTalk Wholesale Services (TTWS), you'll be part of a high driven Service Management community who are committed to instigating change, positively challenging the way we operate and supporting the continually improvement and growth of our service offering.

You'll be working with colleagues from across our Operations, Sales and Commercial teams.

You'll represent the needs of our Partners whilst supporting TTWS to achieve business objectives and contractual obligations.  

You'll be aligned to a portfolio of Partners where you'll be accountable for the overall service experience, and be empowered to identify and deliver robust, sustainable improvements to our Operational processes by working with colleagues from around the organisation. Whilst you will have no direct leadership responsibilities, you will be required to inspire and influence virtual teams to produce results. 

You'll be an advocate for our self-serve tools, driving digital adoption both within TTWS and our Partners by educating on the operational benefits of doing so.

How will I add value in the role?

  • Work with the Account Manager/Account Director to ensure ongoing account growth, taking a ‘sales through service’ approach

  • Conduct regular Service Reviews, sharing performance against the relevant success measures/contractual SLAs and the opportunities for improvement and growth gathered from the insight this data provides

  • Ensure all Service Improvement Plans and Service Development Plans are maintained, ensuring the quality of service being provided is continually assessed and action taken where appropriate

  • Support escalations where required, whilst ensuring documented escalation paths are used effectively

  • Support communication strategies to ensure our Partners are up to date and informed about new products, business changes etc.

  • Engage both internal and external stakeholders to create lasting service improvements

What do I need in order to deliver in the role?

  • You'll have previous experience in a Service Management/Service Delivery role, ideally within the Telecoms/IT Solutions industry

  • You'll be analytical and can read and interpret numerical data

  • Confidence and resilience in challenging situations with the ability to manage conflict where required

  • Strong commercial acumen

The Benefits

We understand the importance of recognising and rewarding our colleagues. In addition to your base salary, you will be provided with a company bonus, pension scheme, private healthcare cover, income protection and life assurance.

We also:

  • Embrace flexible working

  • Encourage you to participate in a development programme that will be led by you, supported by your line manager and backed by the business.

  • Offer free TalkTalk broadband and TV

  • Offer wellbeing and recognition schemes

  • Offer a range of discounts on shopping

On top of all this, you get to choose your benefits flexibly around what works best for you!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

Does this job look right for you? Want to work your way?

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