Job Description
Overview
We're National Broadband Ireland and we're delivering the largest telecommunications project that Ireland has ever seen. We're designing, building and operating Ireland's new, high-speed wholesale broadband network under the National Broadband Plan.
Our aim is to radically transform the country's broadband landscape through the delivery of quality, affordable high-speed broadband to all parts of Ireland where such services are not available commercially.
The NBITM network using a combination of State subsidy and commercial investment will deliver high-speed broadband to over 1.1 million people and over 569,000 premises in Ireland.
Key Objectives / Accountabilities:
NBI is looking for an experienced Assurance Manager who wants to jump in head-first and help scale a mission-driven company experiencing rapid growth.
You will be responsible for the effective management and delivery of all assurance activities required to keep customers connected and in service on a FTTH network.
Of key importance within this role will be the leadership of a team of technical and process experts setting out a clear culture of customer service, technical excellence and continuous improvement.
This person is responsible for the delivery of excellent customer service and accountable for delivering all Key Performance Indicators, leading performance measures, overall cost to repair and the overall in life management of the active and passive networks.
Management and improvement of the service performance of 3rd party contractors will be a key consideration ensuring customer requirements for assurance are delivered at all times.
The role holder is comfortable in a constantly changing environment, is detail oriented and loves efficiency and excellent service.Key Responsibilities:
- Lead, inspire, and mentor a diverse team to achieve organisational goals and objectives. Defining and communicating a clear vision, aligning team members' goals with the broader company strategy.
- Responsible to drive a culture of excellence, collaboration, innovation, creativity, and continuous improvement. Cultivating a collaborative team environment by promoting open communication, trust and mutual respect among team members. Empowering and engaging your people and teams to take ownership of customer issues and create an environment where all members of the team take ownership of customer outcomes.
- Also responsible for people leadership and development, including employee engagement, talent and succession planning, performance management, training & development
- Accountable for the successful delivery of all assurance activities within NBI ensuring the delivery of industry leading customer service.
- Accountable for the successful delivery of all Key Performance Indicators and owns associated penalties, mitigating and improving performance throughout.
- Accountable for the delivery and implementation of all assurance associated remedial plans as required by our customers and contract.
- Responsible for defining and onward delivery of an appropriate leading measures framework to ensure performance and service is managed as it happens.
- Management of the cost effectiveness of repair ensuring the appropriate balance of service vrs. cost.
- Accountable for the acceptance of new network elements into production
- Responsible for the optimal maintenance and performance of all active and passive network elements across the OSS, OLT, ONT, DWDM & IP domains
- Develop and manage an exemplary 24/7/365 Service Assurance Team which comprises of both a Network Operations Centre and Second Line Support.
- Develop, operate and continually improve all required operational processes for successful delivery including but not limited to Incident, Major Incident, Change, Problem and Business Continuity.
- Manage the performance of 3rd party contractors who are required for delivery and delivering 3rd party service improvement plans as required.
- Responsible to continually monitor and improve assurance performance ensuring the continual evolution of the operational assurance environment and FTTH network.
Knowledge & Experience:
- Strong understanding of telecoms and or utility operations including experience of managing a Network Operations environment and activities.
- 6+ years' experience of managing and leading teams developing a culture of customer experience and continuous improvement.
- 6+ years' experience in service delivery ideally in an FTTH environment.
- 4+ years' experience of owning and managing 3rd parties through SLAs.
- Deep domain expertise across 2 or more of OSS, OLT, ONT, DWDM & IP (Nokia an advantage)
- Good Knowledge of and experience of eTOM and or ITIL. (Certification an advantage)
- Knowledge and experience of QMS, continuous improvement methodologies e.g. ISO ISO9001:2015, SO200001:2018, LSS etc. (Certification an advantage)
- Knowledge and experience of managing complex customer journeys breaking down complexity to ensure delivery.
- Ability to deliver effective operational decisionmaking with clear articulation of threats and risks. Possess the capability to articulate a clear structured risk management approach to preventing customer failure.
- Strong business and commercial awareness with experience managing unit costs.
- Planning and coordination skills.
- Ability to manage multiple changing priorities to respond effectively to customer demands.
- Resilience and ability to motivate others in times of change.
- Collaboration and effective team working skills, especially where there are conflicting demands.
- Ability to build trusted relationships across management teams.
- Excellent communication skills with an ability to translate complex operational performance and challenges into concise business updates working across senior stakeholders and virtual teams.
- Excellent ambassador for NBI, promoting the organisation and role modelling NBI's values.
Competency Profile:
Business Competencies
Customer Focus
Problem Solving
Results Focus
Change Orientation
Strategic Perspective
People Competencies
Leadership
Coaching & Development
Influencing & Winning Commitment
Oral & Written Communication
Teamwork
Interpersonal Skills
For more Information on National Broadband Ireland please visit:
Welcome to National Broadband Ireland - NBI