Our values underpin the delivery of our purpose, and our promise to ensure that our customers never stop getting more out of life.

Transcription

1 Role Overview Position Title: Senior Network Service Manager (NSM) Reports To: Network Fulfil Manager Location: Christchurch Date: August 2018 About Enable We ve built the fibre broadband network for around 180,000 homes, businesses and schools in Christchurch and surrounding areas. It is a part of the Government s ultra-fast broadband (UFB) initiative, a nationwide project that, now complete, has placed New Zealand amongst the leading countries in the world for access to fibre broadband. Enable is playing a vital role as our city rebuilds our fibre connectivity sits at the heart of our vision for a city built for the future. Our purpose statement, that was created by our people, is Connecting our Community with Unlimited Opportunity. We believe that with access to fibre broadband and the opportunities it unlocks, the people of Christchurch will gain unprecedented access to global markets and services, and connect with each other in exciting new ways, while also being a key enabler in advancing community services and the way we learn. Our values underpin the delivery of our purpose, and our promise to ensure that our customers never stop getting more out of life. Purpose of this Role The Senior Network Service Manager will monitor, manage, report and lead change on overall connection process performance, quality and safety, driving the culture of continuous improvement for our network and manage the day-to-day operational relationship with the Contractors to assist in enhancing our customers installation experiences. for fibre connections and provide a reliable fibre network. Ensuring all connections are untaken with safety at the forefront of priority. Connection documentation is always completed Connections comply with Enable and relevant building industry standards. Major functional activities will include: On-site inspections regarding pre-qualification, non-standard installs, etc. Senior NSM - August 2018vice Manager Position Description August 2018 Version Page 1 of 5

2 Help maintain and exceed service level agreements with our Contractors and Retail Service Providers. Ensure that the ITIL cross functional processes such as Change, Release, Configuration, Incident, Capacity, Performance, and Problem Management are established, functioning, overseen and enhanced to meet the end to end performance requirements. Provide Contractor management and coordination; develop and negotiate SOWs with Contractors. Manage customer complaints and escalated matters. Work with internal and external parties to bring issues to resolution within agreed service levels. Prepare, facilitate and conduct regular (weekly, monthly and quarterly) meetings with the NSMs to discuss project updates. Monitor performance of all operational contracts to ensure requirements are executed in accordance with contract terms, conditions and specifications; recommend changes in requirements as required. Lead, coach, motivate, evaluate, and assist team members to ensure teamwork and high performance Key Relationships Within Enable: Major External Contacts: Key Dimensions of Role Number of Reports: Expenditure Authority: Other: (e.g. Sales Revenue / Margin Target / Volume Indicators etc.) Customer Service Representatives Network Service Managers Account Managers Wider business Downer Field Managers Multi Media Field Managers Christchurch City Council, Selwyn District Council, Waimakariri District Council Nil As per the policy Nil Decision Making Authority Decisions Expected: Recommendations Expected: Standards applied to connections Health and safety actions to ensure compliance Solutions execution within agreed parameters and budget Performance and execution management Root cause of misses and improvements Improvement to processes Technical improvements Solutions execution outside of agreed parameters and budget Page 2 of 5

3 Key Responsibilities Business Outcome: Key Responsibilities: KPI: Customer Connected Develop optimal connections solutions scoped/designed and for implementation. All installation standards, processes and procedures adhered to. Provide appropriate levels of technical expertise to other groups as necessary. Report on contractor performance. Manage partnership performance with contractors to jointly improve processes and results. Manage complaint escalations and develop solutions to resolve. Scope/Design meets customer & company requirements. No rework. Standards and procedures adhered to. All warranty issues resolved (or agreement on action made) within 1 month Service activations effectively and efficiently managed within SLA s Technical Expertise Educate, train and coach contractors to achieve standards Develop new techniques and approaches to enhance Enable s performance and increase the customers satisfaction. Provide technical expertise to ensure optimal Network performance at all times. Keep up to date with area of expertise Expertise maintained to required levels. All technical issues resolved in required timeframe. Network Operated Operate within change management process. Operate within incident management process. Manage maintenance of CO s Manage partnership performance with contractors to jointly improve processes and results. Manage level 1 and equipment failures. No service disruption due to works implemented and managed Solutions provided to maintain SLA performance Schedule maintenance completed Standards Keep across, review on-going maintenance of Network Standards. Ensure implementation of all agreed Quality Strategies, Standards, Processes and Systems. Report on achievement of Standards. Provide expertise to update and develop standards Best practices established as Standards produced to required format and quality as Standards maintained as Page 3 of 5

4 Relationships Ensure a close working partnership with the contractors to exceed customers expectations. Close working relationship with immediate team and wider Enable team to provide solution focus initiatives. Excellent relationships established and maintained. Policy & Statutory Compliance Achieved Ensure compliance with Corporate Policies. Monitor business processes to assess compliance. Educate employees on legal and ethical requirements. Monitor and review employment practices. Identify and report on potential business and financial risks. Develop and implement risk management plans. Establish and maintain internal controls. All business policies and processes follow published standards and guidelines. This position description is not intended to be a complete or limiting description of the functions that may reasonably be requested to undertake. Key Challenges for the Position Continuing to manage the quality of connection installations with the increase in connections occurring. Developing working relationship with contractors to partner with and achieve greater levels of customer experience. Managing demanding priorities across the business and the contractors. Managing customer complaints and conflicts when poor workmanship has been undertaken. Other Relevant Information Health, Safety and Wellness: Continuous Improvement: Statutory / Compliance Responsibilities: Take personal responsibility for your health, safety and wellness. Overtly demonstrate that you live the value of caring for each other, our community and the environment. Provide leadership and direction in matters relating to health, safety and wellness by implementing and improving Enable's health, safety and wellness management system. Demonstrate a commitment to continually improving health, safety and wellness performance. Allocate the necessary human and financial resources to achieve strategic goals. Seek out ways to continuously improve and own the experience by taking charge and making great happen. Participate enthusiastically and positively in improvement initiatives. Safeguard Enable from legal/reputation risk by complying with all relevant statutory, regulatory, contractual and legal requirements and standards. Comply with all of Enable s requirements and policies including the enforcement of internal controls and delegated authority rules. Page 4 of 5

5 Know and monitor compliance and advise the CEO and General Counsel on any risk and ensure agreed mitigation plans are in place and actioned. Leadership: (relevant for all roles with direct reports) Person Specification Formal Education Specialist Training and Experience Specific Knowledge, Skills and Attributes Lead and motivate the team to ensure optimal performance and the achievement of overall business objectives and business plan. Create a high performance focused culture through personal leadership, teamwork and the development of individual accountability for performance. Foster open and positive culture where employee input is encouraged, and differences are resolved constructively. Ensure appropriate people development processes are in place to facilitate growth and development of employees. Maintain a positive and committed team through the implementation of People and Culture policies, performance management, effective communication, and employee recognition. Ensure the maintenance of appropriate professional ethics, knowledge and standards within the team. Industry trade qualification NZQA Business level qualification 5 10-year telco industry experience or similar in managing contractors Traffic controller qualification (TC or STMS) Site safe safety training Current driver s license Negotiating / conflict management and resolution Sound systems and process knowledge of the telecommunications industry. Strong ability to manage priorities and multiple work demands. Strength in developing and driving innovative solutions to improve operational performance. Sound technical capability across all systems and network disciplines, investment management, optimisation and risk management. Strong ability to leverage solutions and ideas of other parties, in particular UFF. Big picture thinker with the ability to understand key operational issues with translation into operational requirements and solutions. Excellent oral and written communication skills managing all stakeholders. Ability to interact in an open objective manner with all levels of an organisation and create loyalty within the business. A strong self-managing leader to create a high performing business from an operational perspective. Fosters a customer focused environment delivering exceptional service and anticipating future needs. Champions new ideas and initiatives and creates an environment that supports change and innovation. Ability to multi-task and problem solve across a range of commercial issues consistent with a developing and high growth business. Page 5 of 5