Service Manager

Job Description

At Scottish Power we know that our people are our strongest asset, so we’re always looking for individuals whose energy, intelligence and passion can help us reach our goals.

At the heart of all business visions and activities are the people whose individual efforts and performance make it happen. We encourage our people to be proud of where they work, to share their ideas and to own their careers. We promote a safe working environment and push people to shape and progress their careers so that we grow our talent within the company.

Role

As the Service Manager of an operational telecoms function, your primary goal is to take a proactive approach to engaging with customers, project teams, and other relevant business areas to both anticipate customer need and manage customer in-life project expectations.

Stakeholder management and communication are key. Operating from Scotland, you will play a pivotal role as a liaison, ensuring a smooth and streamlined process for customer enquiries, project-related requests, and issue resolution

What you will be doing

• Demand Management: Develop and implement a service demand management framework including processes, reporting and standards. Lead monthly reviews of inbound requests with area leads and other relevant stakeholders. Contribute to short- and long-term cost and budget views.
• Request Management: Receive, triage, and allocate inbound requests from customers, regulators, external third parties, and internal business areas. Develop and own inbound request triage policy to assess complexity (complex/bespoke vs. simple/templated/catalogued) and completeness before allocating to Telecoms engineers and senior engineers directly, based on criteria agreed with the Leads.
• Proactive Engagement: Initiate regular communication with the business and telecoms project teams to understand upcoming customer needs and potential challenges. Anticipate resource needs for upcoming projects and ensure capacity and availability within teams.
• Customer Project Support: Act as a dedicated point of contact for the customer during in-life projects and interface with project teams to provide assistance and guidance.
• Issue Prevention: Monitor performance of in-life projects to time, budget and specification, identifying potential issues or roadblocks and taking proactive measures to prevent escalation.
• Communication Facilitation: Proactively facilitate communication between the customer, project teams, and internal telecoms support teams.
• Continuous Improvement: Proactively identify areas for process improvement and implement enhancements to optimise the front door process and prevent workaround channels for change/project requests.
• Managing KPIs and SLAs: Ensure client and customer enquiries are processed and responded to within specified timeframes in service level agreements.

What you will bring

• Telecoms Knowledge: An understanding of telecoms technologies and project dynamics.
• Communication: Strong verbal and written communication and engagement skills.
• Issue Management: Ability to take responsibility for process issues and take preventive action or resolve.
• Resource Coordination: Experience coordinating teams to assess resource availability and forecasting to provide a 3-to-6-month lookahead plan.
• Collaboration: Ability to collaborate with diverse stakeholder groups, both internal and external (e.g. customers, project teams, support teams, broader business) to facilitate smooth customer operations.
• Continuous Improvement Mindset: Proactively seek opportunities for process improvement and implement enhancements.
• Reporting: Ability to collect and analyse metrics, and produce monthly reports that establish pipeline, resource availability, etc.
• Experience: Prior experience in customer relations, forecasting and reporting

Minimum Requirements

• Experience of managing multiple delivery partners
• Track record of successfully managing customers and expectations
• Proven exposure to the Telecoms processes and procedures

What’s in it for you?

As well as a competitive salary which is reviewed annually, you can also enjoy a number of other benefits. With our pension scheme, we’ll double match your contribution up to a company contribution of 10%.

At ScottishPower, we believe it’s the little things we do in life that make a big difference. From helping you look after your family’s wellbeing, save for your future and take personal steps for climate action – our benefits are designed to help you do just that - so that you have everything you need to take care of your world – today and tomorrow.

That’s why our benefits include:

• 36 days annual leave
• Holiday purchase – perfect your work/life balance with extra annual leave
• Share Incentive Plan and Sharesave Scheme
• Payroll giving and charity matched funding
• Technology Vouchers – save more and spread the cost of your technology purposes
• Count us in – pledge to reduce carbon emissions and help fight climate change
• Electric Vehicle Schemes – to help you transition to green/clean driving
• Cycle to Work scheme and public transport season ticket loans
• Options to purchase dental insurance, private medical insurance, health cash plan and annual health assessments
• Life Assurance (4x salary)
• Plus shopping, leisure, restaurant and gym discounts, and unique employee deals on travel insurance and more

Why SP Energy Networks

SP Energy Networks is part of the Iberdrola Group, one of the world’s largest integrated utility companies and a world leader in wind energy. We keep electricity flowing to homes and businesses through Central and Southern Scotland, North Wales and in the Northwest of England. We operate over 4000km of cables and lines that make-up the transmission network – connecting infrastructure like wind farms into the electricity system. It’s a role that puts us right at the heart of Scotland’s ambition to be Net Zero by 2044. And we’re taking it very seriously. We’re investing >£5.5 billion into our transmission network, directly supporting the rapid growth needed in renewable energy.

With diverse opportunities across our businesses and a commitment to invest in our own internal talent, ScottishPower can offer people real career opportunities that meet personal and professional goals, in a global organisation.

Inclusion, diversity, and a social purpose are at the heart of everything we do. Together with our values, they bring us together into a stronger, more sustainable business with direct links to the communities we serve. It takes all kinds of people to build a large-scale business like ours, so whatever your background, you’ll fit right in.

We are committed to providing reasonable support or adjustments in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions, or who are neurodivergent or require pregnancy-related support. If you need support, please reach out to [email protected].

Mobility

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country. If/when required, the Company will support the employee with the necessary Immigration requirements.