Director of Service Operations

Overview

JOB DESCRIPTION

Delivers the vision for Arqiva service operations, for all Arqiva products and solutions, in accordance with the service strategy, in the UK & abroad, including ensuring meeting product, service and contractual SLAs, and high levels of customer satisfaction.

Location Hybrid working with weekly visit to an Arqiva office (Winchester, London, Huddersfield) as and when required

The role

• Executes the vision for service operations, both in the UK and abroad, meeting product, service and contractual SLAs, and high levels of customer satisfaction
• Leads and drives transformational change to ways of working in the function, including leading establishment of national first line support, and leading innovative changes to ways of working, skills, organisation, processes, systems, to drive scalability and standardisation
• Designs, puts in place and oversees effective service governance across the end to end contractual service, including for all incidents, problem, change, configuration management, ensuring aligned agreements with internal functions and all 3rd parties deliver to the standards required, and externally with customers, so that end to end SLAs are delivered and they feel service is reliable, transparent and well managed
• Builds Arqiva service reputation externally as our SME at a sector/industry level. Supports strategic discussions and key relationship development with major customers and suppliers, builds Arqiva’s external reputation for service at an industry level
• Oversees day to day service performance, intervening in the most complex and impactful problems as and when required.
• Drives a culture of continuous improvement across all service operations sites, teams and performance whether in the UK or abroad, and collaborates with international 3rd parties to deliver service performance
• Puts in place a framework to deliver effective financial control and governance for operational and capitalised costs within the function
• Creates followship inspires and creates energy and belief in teams pan-Arqiva by communicating meaningfully, builds diverse teams and empowers people to promote high colleague engagement, manages succession and builds capability in the team.
• Brings the outside in brings new contacts, ideas and approaches to Arqiva to challenge existing ways of working and mindsets; encourages experimentation and creativity to enhance delivery for our customers
  
  

The person

• Extensive experience of leading national service delivery, ideally for broadcast infrastructure, utilities infrastructure or in telecoms, for comparable B2B customer base, with a substantial period spent in senior people management roles leading significant teams
• In-depth knowledge of use of telemetry and application / use in service operations and how recent advancements can be leveraged to benefit operations, customers and Arqiva
• Experience of setting a service operations vision for a “brownfield” operation, then leading the implementation of significant changes to ways of working, e.g. standardisation, automation , including across org, people, sites, kit, tech and process, with evidence of delivering tangible benefits
  
  

You will be an expert in

• Service operations strategy
• Service operations management
• Service level management
• Incident management
• Customer management
• Continuous improvement
  
  

Why join Arqiva? We are the undisputed leader in UK TV and radio broadcast and the UK’s leading Smart utilities platform. This means we have a strong heritage and foundation for future growth for you to grow your career with us.

Our journey is to transition global media distribution to cloud solutions, where we aim to double our revenue and continue to grow by being an innovator of scalable solutions for new connectivity sectors. We have opportunities in new technology applications and products, you will have opportunities to learn and develop with us. 

Inclusive Arqiva ….Our networks include our Diversity Ambassadors, Eldercare, Spectrum, Working Families, Pride, Veterans and Inspiring Women – join and contribute to our active networks!

Your wellbeing…. Our wellbeing mission is to help our people to be the best version of themselves at work and still have the time and energy to live a full life outside of work. 

Our focus for 2025 is to Win, Grow, Go Faster – find out more, contact us and apply!