Wrocław, Dolnośląskie, Poland
Giffgaff is a mobile brand owned by Virgin Media O2 but run by a unique operating model. We’re online-only and we’re run by our members. We apply a community-based model to all we do, rewarding and recognising our members when they help us, and when they help other members. Our vibrant community, online platform and immense value proposition are key to our success. As a Live Service Manager, I’m responsible for overseeing the successful resolution of service delivery incidents/problems associated with giffgaff operations. Key Responsibilities: • Responsible for the clear communications of major incidents across the business with responsibility as incident commander at all levels of incident priorities. • Service Level Management between key partners to ensure key performance metrics are being met according to SLAs. • Chair and commander of all crises situations across the business to reduce the impact to brand, commercial, integrity and security related incidents. • Key contact for out of hours Incident Management support. • Create, manage, and own Service improvement plans whilst measuring, reporting, and communicating progress of key performance metrics such us MTTR and site availability to key stakeholders. • Facilitation of post incident reviews to analyze root causes of incidents and problems to mitigate their reoccurrences. • Ensures and monitors that root-cause analysis of partner service issues is conducted and learning is shared and applied for future benefit with the wider support teams. • Maintaining process documentation and ensuring process adherence across organization.
Business Service Operations provides a range of technical support for wi-fi, fixed line, LAN/WAN, VDC cloud and Skype for Business services to some of the world’s recognized brands. My role was to lead a multi-skilled team of Technical Analysts, Senior Analysts and Administrators who provide the front door into Operations for all Enterprise customers. Key Responsibilities • Leading and managing people • Managing team performance to achieve desired objectives and customer SLAs • Proactively supporting continual improvement initiatives within the team by empowering team members • Leading on recruitment and assuring the right level of resource to support customer’s demand • Driving improvements to ways of working, liaising with other teams to assure process efficiency • Managing escalations, collaborating with Service Delivery Managers and other Stakeholders to assure consistency of provided services • Working with Service Transition to ensure delivery of new or changed business services into production environment • Creating the right structure of the team to allow progression and personal development opportunities • Assuring process adherence • Acting on Global Engagement Survey feedback • Supporting Enterprise Service Desk Manager
Key Responsibilities • Managing incoming incident, request and problem records • Investigating and troubleshooting incidents with hands on technical experience • Monitoring Incidents and analyses trends • Utilizing available tools to support incident resolution – SNOW, Remedy, Spectrum, Cims, CAPM • Resolving incidents within the specified SLAs • Keeping customer informed of status update at timely intervals • Responsible for liaising with higher resolver groups and third parties • Providing high standard customer service experience • Using appropriate escalation paths where required • Organizing workload by urgency and priority • Training and mentoring new team members
Key Responsibilities • Able to take responsibility of confidently running a high-profile store within head office • Completing store administration, stock and cash management and paperwork reconciliation • Having a thorough knowledge of processes and utilising store specific systems • Ensuring full compliance with merchandising guidelines and principles, maximising opportunity to deliver to customers • Identifying opportunities for improvement and providing valuable feedback to collaborating teams • Consistently delivering an exceptional customer experience based on trust and strong relationships • Utilising knowledge of company’s propositions and services to provide the right product in enthusiastic way • Applying the best practise in line with company policy and legal requirements • Supporting and motivating team colleagues to ensure store efficiency • Providing a technical support to other teams within company