Head of DNO & Other Users

Job Description

Becoming a Head of DNO & Other Users with the Data Communications Company: About the DCC At the Data Communications Company, we believe in making Britain more connected, so we can all lead smarter, greener lives. Weve built the secure infrastructure thats supporting the mass roll-out of smart meters across the country. Our universal, secure networkwill be in 30 million homes and small businesses, making it the largest network in Britain. So its a truly exciting time to join us. Youll be part of a team thats supporting the countrys transition to a low-carbon economy, and helping to ensure an affordable,secure, and sustainable energy supply for the future. Operating independently of its parent company, Capita plc*, the DCC is a Disability Confident Committed Employer. Were directed by the Department for Business and regulated by OFGEM. We collaborate with the Government and leading telco and utility industryservice providers to help protect consumers and give them better energy choices. A finalist in the Top Workplace Awards in 2018, we reward professionals who thrive in an environment of change and innovation. Watch this about DCC video and if it ignites yourinterest, apply below. DCC currently has an operational capability that is delivered in partnership with its IT service providers across three main offices based in London, Manchester and Ruddington. This role is pivotal in ensuring that as a service integrator, DCC and its serviceproviders deliver a high quality of service to its customers. Providing strong leadership, the Head of DNO and Other Users will have extensive experience across service management for delivering the Operational engagement across DCC customers in particular DNOs and Other user. As the Head of DNO and Other Users you will be the voice of our customers, responsible for ensuring our Customers receive a high quality of service, you will act as a senior escalation point for all service issues and be responsible for all monthly and quarterlyservice reports. Along with the Director of Customer Relationship, you will operate and be responsible for developing and driving the strategic vision for the Operational teams customer relationships as well as looking forward to developing solutions that will be additiveto the relationship.This role will enable the DCC to manage its customer engagement more effectively, to meet or exceed their expectations and to maintain the customer experience targets within and across services. What youll be doing: Help create a vision through delivering innovation, goals and people leadership within your wider team including people development, management and financial management through accurate business planning, partnering, and vendor management. The Head of DNO and Other Users will have the overall ownership for all operational relationships with the DCC DNOs and Other Users. Ensure Customer Relationship Management follows standardised operations and support methods, procedures and policies leveraging ITIL Version 3 or later, partnering tightly with the other Core Services Heads of Service to ensure process alignment is in place Responsible for improving our customer service experience, creating engaged customers and facilitating growth in DCC business and its customers. Responsible for improving the communication, collaboration, coordination, negotiation, alignment, leadership, and decision making between our IT Service Providers in support of the Customers, Service Management, and its Service Delivery Management function. Responsible for ensuring that Operational Teams are in tune with our customer priorities through strong feedback channels and implementing improvement plans where necessary Ensuring that where supplier poor performance occurs, open channels of transparency and recovery plans are shared in a timely manner Using our Data analytics reporting, ensuring that poor performance and customer processes are discussed in a timely manner through Industry forums and bilateral discussionsEnsuring that DCC business priorities are shared with customers for positive mutual benefit Responsible for resolving customer concerns and complaints to a mutually satisfactory standard What were looking for: Experience in strong Customer Centric roles in a technology, energy , or telecommunications company with exposure to the challenges of competing business and customer priorities and agendas Experience in successfully managing functional budget to a high level of accuracy and positive outturn Exceptional interpersonal, verbal/written communication and proven ability to communicate with all levels of employees up to board level Ability to Influence, negotiate and persuade to solve customer and business problems effectively Experience of successfully delivering against key customer and business performance outcomes, showing year on year evidenced improvementProven thought leadership, innovation, and behavioural management experience 5+ years of experience leading successful customer facing or focussed teams in a global environment (an advantage) Demonstrated experience in transforming teams through process improvement, performance management, realignment and hiring to achieve higher performance levels Able to contribute and make decisions at a senior level and be comfortable being the go-to expert in the field of service resilience and proactive operations.Equally as able to operate at a strategic level with customers and partners Experience of working in a complex customer, supplier , and regulatory stakeholder ecosystem Demonstrated ability to lead and develop others. Motivates and holds team accountable for delivering results Skills and Experiences Desirable: BSc/BA, preferably in a technology-related field MBA preferred ITIL certifications preferred Whats in it for you Become part of our team at DCC and youll find an inclusive culture which prizes mutual respect, innovation and high performance. It all adds up to make DCC a great place to work. Hard work deserves great benefits, and we offer our colleagues a range of reasonsto enjoy their time at DCC: Bonus scheme Pension Private medical insurance. Car allowance Extensive personal development and training opportunities Hybrid workingMany of our people work 1 to 3 days in the office.. Flexible holidaysincrease your standard 25 days by purchasing extra days. Dental plan. Cycle to work scheme Childcare vouchers Headspace free membershipa popular mindfulness app. Season ticket travel loan Charity days Retail discounts. Discounted gym membership RAC discount Income protection scheme Next steps: Your application will be carefully considered,