Job Description
Job Title: Head of Engineering and Network Maintenance
Salary: Circa £75,000 per annum
Reporting to: Operations Director
Work Style: Site / Office - applicants to be within a 1 hour travel window please
Sector leading benefits:
👨👩👧👦 Enhanced Family leave
🩺 Critical illness cover
🔍 BUPA Health checks
🦷 Denplan
🏥 Health insurance
💼 Life assurance
🤝 Referral rewards programme
💼 Enhanced sick pay
💔 Bereavement leave
💰 Salary sacrifice pension scheme
🌴 Enhanced annual leave
🚲 Cycle to work
🔌 E vehicle leasing
💻 EAP
🏋️ Discounted gym membership
📱 Tech scheme
The Role:
In this senior leadership role, you will ensure the installations and engineering department is delivering to budget as well as setting and meeting KPI’s to drive an exceptional customer experience.
The Head of Engineering and Network Maintenance will also be responsible for the end-to-end customer installation process, management of active network faults and a network maintenance programme to ensure service stability across our active customer based.
* Lead the Engineering and pre-enablement teams with a focus on first-time installation
* Implement a network maintenance programme to ensure 99% network stability
* Operational and commercial management of the 3rd party installations contract working in CPPC Budget and monitoring/driving Continuous Improvement
* Ensure Business installations are completed within the design and scope of work
* Oversee the Openreach and KCOM PIA process, ensuring compliance with Openreach guidelines
* Ensure third party strikes are managed and the appropriate claims are completed
* Provide an on-call and OOH support structure across the team
* Drive efficiencies through ongoing system and process development, working closely with the internal development team
* Work closely with Service Desk Management team to ensure customer faults, delayed orders and onboarding issues are managed and dealt with efficiently
* Prepare and report progress against KPI’s and produce D/W/M MI to evaluate performance
* Accountable for the Engineering team working within H&S guidelines - including ensuring accreditation is in place for teams/individuals
* Creating a successful Engineering and Installations Team, motivating and engaging the team to deliver results.
* Recruiting, coaching and developing colleagues in line with business needs and personal development aspirations.
* Member of the Senior Leadership Team, working closely with senior colleagues to drive improvement initiatives across the business
* Leading a team of engineers who can install, fault and perform network maintenance against broadband network architecture, including design and maintenance requirements
* Management of the engineering budget, ensuring delivery in-line with business forecasts
* Work closely with Wholesale partners, supporting order intake and customers inlife
* Key point of escalation for Customers and Wholesale partners
About you:
* Experience in leading multi teams within a similar senior leadership role within the Telecommunications sector
* Experience in implementing Service Improvement strategies to improve the customer experience
* Experience in managing and building relationships with key stakeholders
* Ability to produce in-depth analysis and represent the department at Senior Management meetings
* Analytical mindset with the ability to identify problems, troubleshoot issues, and propose practical solutions
* Understanding of broadband network architecture, including design and maintenance requirements
* Detailed understanding of Civils and FF&T installations process
* In-depth knowledge of the H&S requirements within the industry
* Effective time management and organisational skills
* Customer Centric
But quite importantly, you’ll be looking to join a team of great people that are passionate about their jobs. That put customers first. That are one team. And are, to be fair, are pretty mega.
A bit about us:
MS3 is a fibre network operator based in the Kingston-Upon-Hull area with plans to pass over 500,000 homes and businesses with full fibre. As a wholesale-only provider, MS3 will enable its existing and future ISP clients to provide up to 10Gb connections to end-customers, building on their existing fibre ring through Hull and to more than 30 other locations in the region. MS3 Networks are a Disability Confident Company.
Recruiters:
Please note that MS3 Networks are not accepting 3rd party applications. Any unsolicited submissions will be deemed to be out of scope of this policy and MS3 Networks will not be liable to make any payments for any candidates who have been submitted against our wishes and then successfully hired either now or at a later date.
MS3 are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.