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Assurance/Supplier Manager

Assurance/Supplier Manager

LOCATION: HEATHROW, LONDON
DEPARTMENT: OPERATIONS
SUB FUNCTION: ASSURANCE MANAGEMENT
POSTED: 19 DECEMBER 2016

 

Job Summary 

The Assurance/Supplier Manager plays a key role for GCX in delivering and maintaining the services which it provides to 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.

Skills and Experience

  • CCNA
  • ITIL

The successful candidate will be a good communicator that is capable of maintaining effective and professional with Customers and Suppliers alike, in some cases at Senior Management level. They will understand and be able to perform basic troubleshooting on data networks, and be able to discuss and progress incidents and orders with third party suppliers.

Additional Requirements

They must be able to work in an organized and efficient manner and be able to work within predefined Service Level Agreements. The ability to produce good quality written communications is essential.

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

Technical/Functional Skills (“E” denotes Essential and “D” denotes Desirable)

  • D = 1st line data network troubleshooting
  • D = Operation experience in the telecoms and/or data network industry
  • 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