Netherlands Job Openings

Liberty Global

Service Improvement Manager

Schiphol

FULL TIME

August 14, 2024

We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology. Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.
With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.
We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, Vodafone Ziggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.
Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.
Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.
And we’re prioritising diversity, equity and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners and the planet.
JOB DESCRIPTION
The Service Improvement Manager will drive and support operational improvements by ensuring all processes and procedures operate efficiently and where appropriate drive change in the business areas. You will also provide high quality strategic and root cause analysis to support the Transitional Service Agreements.
You will align and collaborate between global functions like Network, Technology, IT and Product to secure operational excellence with our service partners.
JOB PURPOSE

Ensure contractual obligations (e.g. SLA/KPIs) are met and service credits are minimized.
Drive and improve service provider performance via improvement plans, performance monitoring and auditing
Build relationships with customer operational teams ensuring best in class service delivery and high customer satisfaction
Ensure excellent performance of our platforms and ensure best practices are applied in the area of Service Management

Key accountabilities

Ensure we are meeting our operational obligations to the satisfaction of the customer and initiate the appropriate course of action for failures
Ensure regular reviews of service performance from Network, IT and Mobile perspective
Maintain close relationships with internal managers in order to drive performance and operational alignment
Develop and sustain relationships with operational suppliers
Converse with Technical teams and explain sophisticated technology to non-technical people and cross functional E2E coordination within the division as well as across LG
Create new and amend existing processes to drive consistency and improvements within Operations
Understand incident root cause by analysing incidents and associated data
Collating, validating and analysing operational data from multiple systems
Gauging levels of operational risk to our customers
Identifying if and where processes are not working as they should and advising on changes to be made
To create, manage and drive operational improvements and propose appropriate actions/steps to avoid repeat incidents and improve operational performance
To create presentations to be shared with various audiences explaining the position of the TSA’s (current performance, trending, root cause, risks & opportunities)

We tend to look for people with:

Proven experience within a large scale international Telecommunications environment
Ability to communicate on various levels with external customers
Knowledge of HFC, IP & Optical networks, Video systems & applications and their interdependencies
Strong record of expertise in driving operations through partner and vendor management
Experience in working with operations teams and contributing to the operations processes in multiple customer environments
Deep knowledge of working across multiple technology platforms and end-to-end service architectures
Experience in a service delivery environment where the product and service is heavily dependent on a IT platforms and constantly evolving technology
Understanding of IT Service Delivery platforms, monitoring and BSS/OSS systems
Ability to analyse data and apply it to make sound business decisions
Experience with Incidents/Problems/CRQs and the data on ticketing system and the ability to review information within the system to draw conclusions and drive solutions.

ESSENTIAL CRITERIA

Customer focused mind-set without losing sight of company’s commercial objectives
Ability to remain calm and thoughtful under pressure
Natural networker who is dedicated to building strong relationships

Required skills include:

Good communication skills
Ability to prepare and deliver professional presentations
Collaborative working
Interest in fostering positive relationships
Fluency in English is required

DESIRABLE CRITERIA

Bachelor’s degree or equivalent experience in IT Service Management and/or Technology/Engineering
ITIL/e TOM Foundation / ITIL v3, Six Sigma and Prince2

Some of the Benefits that we offer are:

Competitive salary + Eligibility for our Bonus Plan
25 days annual leave with the option to purchase 5 more
3 Days of Volunteering Time Off
Free access to Linked In Learning & Coursera to continue to develop and grow your career with us
Free premium subscription to Calm – a renowned well-being & meditation app (NL only)
Company Laptop, Mobile and Phone Subscription
Company Pension Contributions
Access to our car benefit scheme (UK only)
Access to personal medical and dental insurance (UK) / Subsidies on Health Insurance (NL).
Access to discounts on superfast fibre broadband subscriptions.

Liberty Global is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive environment for our people. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process. We’re 100% committed to having a workforce that represents every part of our society. So we’re keen to hear from candidates of all background and circumstances.
Job Type: Full-time
Work Location: In person

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