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Head of Service Management

Our client is one of Europe's fastest-growing mobile companies with over 5 million active customers, 1,000 employees worldwide and operations in 8 countries. The client is using the mobile virtual network operator business model. As one of their core services, they provide “Pay As You Go” mobile SIM cards, targeted towards the needs of international communities and migrant workers. To cope with rapidly growing business demands our client is launching its R&D centers in Lviv/Kyiv, Ukraine, with us.

Responsibility of end-to-end Service Management for the Technology systems of the Lebara group, operating in 5 countries. The role is directly accountable for the end-to-end quality of service delivered by the combined network and enterprise platforms. In particular this involves operating the 24/7 NOC (Network Operations Centre) of Lebara, coordinate all the local user service functions, running the desktop service for group functions, own cross-platform infrastructure efficiency and design and operate the corporate IP network. 

Responsibility to define a roadmap of controlled and non-disruptive technical change, adhering to the company values. Create a high-performing team by establishing clear roles, responsibilities, KPIs and training plans. Take ownership of the day-to-day process (incident & problem management, change control).

Manage department opex and capex budgets closely delivering agreed efficiencies and new initiatives, to plan. Advise the heads of the business and proactively communicate successes and challenges. 
Top objectives, responsibilities and tasks using the following guidance:

Operational Strategy
  • Ensure that Lebara delivers a service that resonates with customer expectations, and is sets Lebara apart from its competitors
  • Work with internal and external subject matter experts to define a roadmap of improvements that will enable Lebara to proactively and cost effectively monitor service quality across the entire network
  • Define department goals, targets and priorities and get buy-in from company leadership. Deliver near-term “quick wins” as well as longer term benefits
Best Practices
  • Implement a suitable operating model for Lebara with well defined processes and procedures to manage: change control, incidents and problems
  • Define, train and monitor key operational processes and procedures
  • Continually assess working practices and review these with a view to improving quality and reducing costs
Team Management
  • Establish an effective team structure. Define department objectives and cascade these through Personal Development Plans to direct reports and their own reports
  • Motivate and inspire team and undertake necessary steps to raise competence and capability as required
  • Develop a culture of ownership and quality throughout the team
  • Lead by example and be hands-on as and when required
Management Reporting
  • Provide stakeholders and senior management with regular status reports regarding capacity enhancement, project status, issues and risks
  • Produce monthly executive budget and service updates
  • KPI’s & performance improvements 
  • Establish effective relationships with Lebara management team (Finance, Commercial, Customer Service, Switchless Reseller)
  • Develop reputation with country MDs and Lebara executive as go-to SME
  • Manage up effectively, pro-actively advising Lebara Limited MD
Supplier Management
  • Direct commercial relationships with key suppliers
  • Manage contracts and SLA’s as agreed by the business for delivery of best in class business objectives 

Required Skills
  • Budget management
  • Contract negotiations and supplier management
  • Performance management and goal setting
  • Leads teams, motivate and develop people to achieve results
  • Ability to build and maintain a successful lean Operational MVNO Network 
  • Influences key individuals and promotes change beyond immediate sphere of influence, including Group and clients
  • Constantly strives to exceed targets and growth predictions
  • Working knowledge of one or more European languages (Optional – desired)
  • Excellent presentation skills to both an internal and external audience
  • MVNO or Network Operations background from within the Telecoms industry
  • The ideal candidate with come from a Technology Consultancy, Finance or Operational background with recent Commercial experience from a Telecoms business 
  • Proven track record of managing Financial/Operational control systems and processes
  • Proven experience in Decision-making in the audit process, evaluating requests for expenditure; in-country teams
  • Operations background with a commercial awareness and understanding 
  • Proven record of successfully managing a team 
We offer:
  • Flexible working hours
  • A competitive salary and good compensation package
  • Possibility of partial remote work
  • Best hardware
  • A masseur and a corporate doctor
  • An inspiring and comfy office
Professional growth:
  • Challenging tasks and innovative projects
  • An individual development plan
  • A personal education budget
  • Mentorship program
  • Business trips
  • Corporate events and outstanding parties
  • Exciting team buildings
  • Memorable anniversary presents
  • A fun zone where you can play video games, foosball, ping pong, and more
Apply now

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