Location : Uxbridge /Remote with monthly office visits
The role and the team
When members need help, we surpass their expectations. It’s why we are consistently ranked in the top 10 of the UK Customer Satisfaction Index, by The Institute of Customer Service and our ambition doesn’t stop here. We’re looking for a Live Service Manager who will be responsible for overseeing the successful resolution of service delivery incidents/problems associated with giffgaff operations.
We do things differently to other networks, 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.
You’ll share our people-centric attitude, keen to find ways to keep our members front and centre of your work. You’ll be excited to get stuck into finding new and innovative ways to deliver service improvement capabilities. You’ll join our Live Service team, reporting to our Lead Live Service Manager.
In your day to day, you’ll work closely with our SRE, Tooling, Member Services, Community and many other internal technical teams and external partners that underpin our key member journeys. It’s important you enjoy working collaboratively and have excellent people skills as we offer a flexible hybrid working environment.
Key responsibilities
* Responsible for the clear communications of major incidents across the business with responsibility as incident commander at all levels of incident priorities
* Chair and commander of crises situations across the business to reduce the impact to brand, commercial, integrity and security related incidents
* Service Level Management between key partners to ensure key performance metrics are being met according to contractual service schedules
* Key contact for out of hours Incident Management support
* Create, manage, and own Service improvement plans whilst measuring, reporting, and communicating progress of the CSIs to key stakeholders
* Provides expert Major Incident Management leadership to difficult, high profile giffgaff member issues
Accountable for:
* Stakeholder in the PIR process where we have the opportunity as a business to learn from our incidents and make sure we track actions to remediate repeat incidents
* Own, manage and improve cross functional ITIL roles including, Incident Management, Problem Management and Partner Management
* 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
* Monitor and execute of policy standards revisions (PCI, GDPR including right to be forgotten)
Who we are
Do you want to join a connectivity provider that’s up to good? At giffgaff we do things differently. We call out the bad and find a better way. We’re laser-focused on flexibility, value and mutual good. And we’re proud to be a certified B Corp. This means we've joined a network of more than 2,000 UK companies, who want to make a positive impact on people and the planet. Working at giffgaff is something you could be proud of too.
You’ll get the best of both worlds, the energy and fast pace of giffgaff, plus all the benefits that come with being part of our parent company, Virgin Media O2.
Our business model is unique. We work with our members (our customers) to understand their needs in all areas of the business. We love this highly collaborative approach. We’re always looking to acquire new members, and to do that we need the best people in our team.
In return for your outstanding efforts, you'll be rewarded with a competitive salary and excellent benefits that are all about making your work life a winner. Take a look at our culture and benefits page – you might just be surprised!
Our bright and modern gaff is in Uxbridge, in leafy West London. But if commuting isn’t for you, most of our roles can be hybrid or remote, or anywhere in between.
The must haves
Experience as a Major Incident Manager or experience as an Incident manager ideally within a Telco / Mobile company that has adopted key practices such as Site Reliability and Observability management.
Proven experience of working in a CI/CD fast-moving agile environment where the standard ITIL framework has been adjusted to harmonise with the DevSecOps methodology
Demonstrable experience of having designed and implemented significant satisfactory improvements as well as productivity improvements by introducing automated processes to create more value with reduced effort.
Experience working in a Service Desk environment whereas case trend analyses lead to wider improvement plans to reduce case volumes
Proven experience in working alongside cross-functional teams to leverage their support in concluding service improvements and PIR actions
Proven track record of managing critical and large-scale 3 rd parties within a Technology sector.
A good level of understanding of the following Technologies - Amazon Webs Services, Reddis, GitHub, OpenShift, Kibana, Grafana and cloud related infrastructures.
Relevant professional qualifications (e.g., ITIL, Lean Six Sigma, PMI, Scrum and Agile)
Good experience of using ITSM tools such as Service Now, Confluence, Jira
A commitment to make ethical and responsible decisions that support giffgaff’s impact on people, planet and profit.
The other stuff we are looking for
Showing accountability and positive tenacity towards all colleagues whilst collaborating on a range of activities across the business.
You will possess excellent stakeholder management skills and will be a strong influencer and negotiator, with demonstrable success at managing third-party supplier relationships.
Ability to keep calm when under pressure and the ability to work well in a high-pressured, fast-moving environment.
A passion to deliver brilliant digital service levels where the “standard operational levels” are not good enough for the demand from our members.
Live and breathe giffgaff’s 4 core values: positive, curious, gritty and collaborative
Can think outside the box and challenge colleagues, peers, or senior leaders in a constructive way.
What's in it for you
Balancing people, planet and profit
We're a proud B Corp, so success here isn’t just about profit – it’s about people and the planet too. In this role, you’ll be expected to play your part in championing a fairer, more sustainable future. Whether it’s how you make decisions, work with others, or deliver your goals – you’ll play an active part in helping us deliver better business.
Our commitment to diversity, equity and inclusion
People, and the way they work, define our culture and we encourage everyone to bring their whole selves to the gaff. That's why we believe in creating an equitable, fairer, more inclusive business that champions different ideas and perspectives.
Because we genuinely care about making sure everyone feels included and valued, we're always listening to your thoughts on how to make the 'gaff even better. Our Affinity Groups are a fantastic way we do that. We're really proud of the work they do.
If this sounds like it could be the best gig of your career, apply today!
We’d love to hear from you.
Next steps
Once you've applied the next steps of the process, if successful, are likely to include a chat with our recruiter followed by 2 zoom interviews with the team.
If you’ve got any burning questions or require reasonable adjustments to support you through the recruitment process, please drop the recruiter a note. Thanks for your patience in the meantime and for showing an interest in joining the giffgaff family.
#J-18808-Ljbffr