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Supplier Operations & Assurance Manager, UK

Supplier Operations & Assurance Manager, UK

LOCATION: HEATHROW, LONDON
DEPARTMENT: OPERATIONS
SUB FUNCTION: ASSURANCE
POSTED: 18/05/2017

Job Summary 

The Supplier Operations & Assurance Manager plays a key role in delivering and maintaining the services GCX provides its Customers. It is a two tier role consisting of the following:

Jeopardy manage incident tickets for allocated Customers and act as a key contact and point of escalation for those Customers

Act as an internal point of escalation when GCX’s third party suppliers fail to deliver to the required operational standards.

Duties & Responsibilities

Assurance Management:

  • Review open incidents for allocated Customers to ensure that they progress in line with SLA’s and internal processes
  • Act as a point of management escalation for allocated Customers
  • Support the Service Managers for assurance related matters
  • Represent the Assurance function at Customer meetings as required

Supplier Operations Management:

  • Act as a senior point of escalation for internal teams for supplier related issues
  • Participate in Supplier Service Reviews as required
  • Provide supplier performance related input to the business as required

Key Performance Indicators

 Assurance Management:

  • Customer Satisfaction
  • Network Availability
  • Average Incident resolution time

Supplier Operations Management:

  • Average time to resolve Supplier escalations
  • Internal Notification per SLA

Contact with Others

 Internal

  • Service Management
  • Change Management
  • Account Management
  • Project Management
  • Technical teams
  • Service Delivery team (DAKC)
  • Assurance teams (DAKC)
  • Internal Senior Management

External

  • GCX Customers
  • GCX Suppliers

Qualifications & Skills (“E” denotes Essential and “D” denotes Desirable)

  •  D = CCNA
  • D = ITIL
  • D = 1st line data network troubleshooting

Additional Requirements (“E” denotes Essential and “D” denotes Desirable)

 Operation experience in the telecoms and/or data network industry – D

  • D = First line fault diagnostics experience
  • D = Incident Management experience
  • D = Customer service experience
  • D = Strong written communication skills
  • D = Experience of managing suppliers in the telecoms or data networking industry

Contact: careers@globalcloudxchange.com

Job Type: Full-time

Employment Type: Permanent