NBI - Service Management Team Lead

Dublin City Centre
28 Aug 2019

Experienced Service Delivery professional for NBI

National Broadband Ireland (NBI) will be the designer, builder and operator of the ultra-fast broadband network for rural Ireland. It's vision is for a world-class, gigabit-speed broadband for every home, farm, school and business in areas of the country that are not fully served by commercial operators. It guarantee? s a level playing field for million people, 540,000 premises including 100,000 businesses and farms and over 600 schools.

Roll out will commence in Q4 of 2019, with most premises being passed in the initial 5 years, with the full project completion at 7 years.

NBI believes that all sustainable progress is driven by people - people with the imagination and determination to improve their future and the futures of the communities, businesses and organisations they belong to. NBI strongly encourages entrepreneurial thinking and attracts keen problem solvers with a driven determination to achieve great work.

NBI want to hire an experienced Service Management Team Lead. Reporting to the Operations Performance Manager, this role will take responsiblity for defining and documneting key processes that ensure measurable criteria for automation and continuous improvement.

This role requires someone who is detailed orientated, enthusiastic and who loves efficiency and excellent service. You will contribute to the building of a state-of-the-art operations capability by designing, implementing and manging the perofrmance of Order Management & Assurance Processes within operations.

Key Responsiblities:

  • Defining the business requirements for Order Management & Assurance processes that meet the business objectives and KPI's
  • Working with business stakeholders and IT to ensure the quality of documentation and ability to measure and manage the performance of the Order Management & Assurance processes
  • Provide clarification and act as a SME for requirement enquiries by solution designers and project delivery managers
  • Manage UAT and acceptance of deliverables
  • Support the development of training material for the service management teams who will use your processes on a day to day basis,
  • Monitor and contirbute to the performance management of the operations team and 3rd party contractors
  • Contribute to a team culture of excellence, efficiency and continuous improvement.


  • 2+ years experience in service delivery - ideally in a Fibre to the home environment
  • 3+ years experience of defining and improving service delivery processes
  • Knowledge of eTOM and/or ITIL Certification is an advantage
  • Knowledge and experience of continuous improvement methodologies eg ISO, LSS is an advantage
  • Experience working with IT business analysts
  • Understanding of telecom and/or utility operations
  • Knkowledge about software development methodologies
  • Excellent written, oral communication, reporting and presentation skills
  • Excellent ambassador for NBI - promoting the organisation and role modelling NBI's values

If you would like to hear more about this exciting new role with NBI, please send through your details with an updated cv.

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