To ensure the service is delivered in accordance with the required service levels and to meet operational and project demands. Acting as the focal contact for all assigned services and tasks you will be responsible for the build teams’ day to day activities and performance, stakeholder management, customer satisfaction, operational alignment, line management and continual service improvement. Additionally, the Build Operations Manager is responsible for liaising with other internal departments who are responsible for delivering warehouse and logistics service to ensure performance, stakeholder management, customer satisfaction, operational alignment, and continual service improvement.

Team Management:

• Responsible for line management of the build engineers
• Provide team leadership, staffing mentorship and governance; produce and manage individual Performance Development Plans and carry out their regular review against individual and team objectives
• Scheduling of the support team rota and job allocation to engineers on site
• Identify training requirements, provide mentorship to the team and peers where needed
• Ensure effective and efficient processes are implemented and standardised

Service Management & Reporting:

• Managing the relationship with the internal customer to ensure that expectations are managed and exceeded, acting as the single point of escalation for all build-related, warehousing and logistics issues
• Attending regular meetings with the customer with responsibility for producing reports (both defined and ad hoc) in timeframes as required by the service
• Responsible for resolving escalations
• Work with internal and external resources to resolve issues quickly
• Ensure regular and timely responses based on customer’s SLAs
• Identify and respond to situations that require a high sense of urgency and identify when escalation of issues is required
• Use monitoring tools to ensure SLAs are met and engineers are responding to and resolving incidents on time
• Build partnerships with internal departments and customers by regularly demonstrating expertise and professionalism
• Independently assess and effectively respond to customers’ requests for information in the remit of service management and request management and reporting
• Follow through on commitments made to customers
• Develop and document procedures as part of building a service management library
• Identify service improvements to be included in the Continuous Service Improvement plan
• Liaise with third party suppliers and internal Bell teams in the day-to-day delivery of the service, acting as a focal point for service-related activities including but not limited to Incidents, Requests and Changes
• Respond to reasonable requests for support and completing ad-hoc tasks to support the delivery of the service

• Strong leadership and team management skills
• An excellent troubleshooting mentality with the ability to visualise a problem or situation and think abstractly to solve it
• Disciplined prioritisation, time management and scheduling abilities both for the teams and individual tasks
• Prepared to 'go the extra mile' in delivering service on time and to the highest standards                 
• Articulate in both verbal and written communication including the ability to produce clear documentation
• Professional/flexible approach to work; ensuring punctuality and diligence with the aim to provide the customer with the best possible service 
• Ability to work well under pressure and to meet deadlines
• Strong emphasis on delivering an excellent customer experience, while working under pressure with urgency, with an ability to communicate professionally to all levels of the business
• Able to influence others to achieve goals
• Flexible with the ability to change priorities quickly and the capacity to handle multiple tasks in a fast-paced, changing environment
• Ability to cross train and pick up different tasks as required
• Ensures excellence and adherence to SLAs & KPIs