About the team

When members need help, we surpass their expectations. It’s why this year we were ranked in the top 10 of the UK Customer Satisfaction Index, by The Institute of Customer Service. And our ambition doesn’t stop here. We’re looking for a Live Service Manager who will be responsible for overseeing the successful resolution of service delivery incidents/problems associated with giffgaff operations.

We do things differently to other networks, we’re online-only and we’re run by our members. We apply a community-based model to all we do, rewarding and recognising our members when they help us, and when they help other members.

You’ll share our people-centric attitude, keen to find ways to keep our members front and centre of your work. You’ll be excited to get stuck into finding new and innovative ways to deliver service improvement capabilities. You’ll join our Live Service team, reporting to our Head of Live Service.

About the role

In your day to day, you’ll work closely with our SRE, Tooling, Member Services, Community, and many external partners that underpin our key member journeys. It’s important you enjoy working collaboratively and have excellent people skills as we offer a flexible hybrid working environment

Key Responsibilities

• Responsible for the clear communications of major incidents across the business with responsibility as incident commander at all levels of incident priorities.
• Chair and commander of all crises situations across the business to reduce the impact to brand, commercial, integrity and security related incidents
• Service Level Management between key partners to ensure key performance metrics are being met according to contractual service schedules
• Key contact for out of hours Incident Management support.
• Create, manage, and own Service improvement plans whilst measuring, reporting, and communicating progress of the CSIs to key stakeholders.
• Provides expert Major Incident Management leadership to difficult, high profile giffgaff member issues.
• Stakeholder in the PIR process where we have the opportunity as a business to learn from our incidents and make sure we track actions to remediate repeat incidents.
• Own, manage and improve cross functional ITIL roles including, Incident Management, Problem Management and Partner Management
• Ensures and monitors that root-cause analysis of partner service issues is conducted and learning is shared and applied for future benefit with the wider support teams.
• Monitor and execute of policy standards revisions (PCI, GDPR including right to be forgotten).

What We Need from You:

Essential Skills:

• Proven experience as a Major Incident Manager or experience as an Incident manager within a company that adopted key practices such as Site Reliability and Observability management.
• Proven track record of managing critical and large-scale 3rd parties within a Technology sector.
• Experience working in a Service Desk environment whereas case trend analyses lead to wider improvement plans to reduce case volumes
• You will possess excellent stakeholder management skills and will be a strong influencer and negotiator, with demonstrable success at managing third-party supplier relationships.
• Proven experience in working alongside cross-functional teams to leverage their support in concluding service improvements and PIR actions
• Showing accountability and positive tenacity towards all colleagues whilst collaboration on a range of activities across the business.
• Ability to keep calm when under pressure and the ability to work well in a high-pressured, fast-moving environment.
• A passion to deliver brilliant digital service levels where the “standard operational levels” are not good enough for the demand from our members.
• Live and breathe giffgaff’s 4 core values: positive, curious, gritty and collaboration
• Can think outside the box and challenge colleagues, peers, or senior leaders in a constructive way.

Desirable skills:

• Proven experience in working in a CI/CD fast-moving agile environment where the standard ITIL framework has been adjusted to harmonise with the DevSecOps methodology would be advantageous 
• A good level of understand the following Technologies (Amazon Webs Services, Reddis, SOA, Jenkins, GitHub, OpenShift and cloud related infrastructures.
• Demonstrable experience of having designed and implemented significant satisfactory improvements as well as productivity improvements by introducing automated processes to create more value with reduced effort.
• Relevant professional qualifications (e.g., ITIL, Lean Six Sigma, PMI, Scrum and Agile)