About this role

Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities. The team plays a key role in delivering the Openreach Big bold plan, supporting better service, broader coverage and faster speeds, through ensuring that the our network has the highest possible availabily and quality standards. 

This role is essential to the inlife management of the Openreach network.  You will be part of a CTiO management team that leads on the development and deployment of new technologies, as well as sustaining legacy networks, to provide service reliability, network efficiency and continuous support and improvement of the UK broadband & Ethernet infrastructure development.   You will be part of a team that delivers ongoing productivity improvements on the network so as to ensure that the costs of managing a growing network are well controlled enabling future investments. You will be part of the custodial team that looks after metrics and measurements related to network and support performance, working with other key CTIO teams as well as other Openreach Business areas.

You'll have the following responsibilities

To work on Operational Support, Service improvements, identifying issues and driving all the issues out of our network

Reporting and measuring on key performance indicators and benchmark status

Trend Analysis and highlighting of repeat Issues to identify trends and reduce repeat events.

Continuous improvement – Always striving to identify and develop cost reduction and revenue generation initiatives.

To lead and work on technical projects/operational support tasks for their managers or sponsors independently with minimal guidance. This may involve working alone or as part of a wider project/support team, managing specific tasks.

To draft reports and make recommendations to managers and project sponsors.  

To provide analytical and innovative input to projects/operational issues as well as support negotiations.

To work with internal, external and third party suppliers.

To act as a key contributor and provide expert advice to other groups on technical and operational issues.

To produce cost/timescale solutions/options and manage expectations as appropriate with customer or Business Unit/LoB teams.

To personally participate in and contribute to Openreach wide professional community activities where applicable e.g. knowledge sharing, best practice within Openreach and external industry.

To use the relevant Openreach wide professional community framework to raise their skills and those of their team to the recommended PC standards. 

Maintains a reputation for quality and delivery of their expertise to the business.

Contributes to the transformation strategy for a network, platform or technology discipline in own area of expertise.

Effective communication to customers.

Creating and implementing service improvement plans.

Agree, develop and implement escalation measures with Problem Management to ensure customer issues are resolved.

Attend and report regularly on Operational issues, review performance and agree improvements/initiatives with various stakeholders.

Handle issues, escalations & complaints.

To work with vendors ensuring that they deliver to agreed time, cost and performance parameters.