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Partner Operations Manager - Flexible Working Available

Employer
Virgin Media
Location
Orton Southgate, Peterborough
Salary
Competitive
Closing date
25 Jul 2019

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Job Details

We are looking for a Partner Operations Manager to join our Virgin Media Business team (VMB). This is a busy, hands-on role which has responsibility for managing the operational performance of a portfolio of partners that deliver services for us to deliver our customer solution.

You’ll play an important role in ensuring that the services provided by our partners are managed and measured according to the agreed contractual commitments. You’ll also own and deliver performance improvement initiatives as required. It’ll keep you busy!
What you’ll be doing

  • To co-ordinate and manage, in-line with ITIL best practice where appropriate, a portfolio of partners to ensure that they perform against set criteria / KPI’s, as set out in the relevant contract.
  • To ensure that the services provided by the partners are fit-for-purpose, deliver against Virgin Media Business’ customer requirements and contribute to customer satisfaction (NPS).
  • Chair weekly/monthly meetings with our partners to report and review their performance, track and manage issues, problems and corrective actions.
  • Act as a point of contact for our internal stakeholders in regards to any partner operational issues, and escalate internally and externally (partner’s management) when performance is impacting Virgin Media Business or our customer.
  • Act as Customer Champion into our partner’s, representing customer issues and driving resolution and continual service improvement to meet on onward contractual obligations.
  • Ensure that Customer Solutions and obligations are underpinned by our SLA’s with our partners, and make recommendations where gaps exist.
  • Build and maintain effective relationships at all levels within the Virgin Media Business and wider Virgin Media organisation to ensure that agreements and processes for specific partners are fully communicated and understood.
  • To build relationships and working practices to work collaboratively with Service Management, VMB desk teams and technical departments.
  • Participate in the definition of VMB processes and procedures for Partners, and contribute to partner on-boarding.
  • Manage and maintain documentation in relation to Customer/VMB/Partner operational processes and procedures, contacts and escalation paths.
  • Develop relationships with Virgin Media Business’ third-party partners that are based on our core values; we behave with integrity, honesty, respect and empathy for all.  Treating others as they would like to be treated and valuing everyone’s contribution.

So what are we looking for?

  • You’ll be a natural relationship builder with experience in partnering to deliver service to end customers. This will come through collaborating and working with a number of teams to ensure our services are delivered the best they possible can.
  • This role can be extremely busy and you’ll often be working towards tight deadlines. So it’s a given that you will have great time management skills, the energy and passion to deliver and have a flexible approach to work.
  • There are lots of people involved when delivering our services to customers, so having great communication skills for both internal and external stakeholders is key.
  • You’ll have a good grasp on operational efficiencies and how to develop structured, methodical approaches to your work. In addition to this, you will have good commercial acumen and an understanding of relationships management.
  •  

“We are proud to work with Everywoman to champion the advancement of women in business, and through our partnership with Scope to help one million disabled people get into and stay in work by the end of 2020. We strive to build a diverse and sustainable workforce where gender balance and parity are integral features of our workplace, and where disabled candidates and employees can confidently perform to their full potential through our Work with Me adjustment process. If you are thinking about applying for a job with us and have a condition or impairment that could impact your performance we’ll be happy to work with you to explore adjustment options”

Virgin Media is part of Liberty Global, the world’s biggest cable company. We are delivering the biggest investment in the UK’s digital infrastructure for over a decade. Through four multi-award-winning services - Virgin Fibre, Virgin TV, Virgin Mobile and Virgin Phone - we help people access technology to build connections that really matter.

We are dedicated to nurturing an engaged workforce that represents the diversity of our customers and communities. Read more here.

Our benefits are your reward for being brilliant. They’re pretty darn spectacular. Just like our people. We’ve put together a package to help you love what you do, at work and at play.  You will get 25 days holiday and your birthday off each year, we provide a company funded Medical Plan as well as a Pension Plan where we will match every pound you put in, up to 10%. What's more you'll also benefit from discounts across Virgin Media products and Virgin brands and many other perks on top.

You can find out about all benefits in full here.

Come and be a part of something special. Join us!

 

Company

About Virgin Media

Here at Virgin Media, we are building connections that really matter.

Connecting millions of homes and businesses. Building tomorrow’s communities. Creating jobs, transforming lives, boosting infrastructure and the economy across the UK and Ireland. That’s what Virgin Media is all about.

Find out more: https://virg.in/Uis

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