IT Incident and Supplier Manager

Overview We're National Broadband Ireland and we're delivering the largest telecommunications project that Ireland has ever seen. We're designing, building and operating Ireland's new, high-speed wholesale broadband network under the National Broadband Plan. Our aim is to radically transform the country's broadband landscape through the delivery of quality, affordable high-speed broadband to all parts of Ireland where such services are not available commercially. The NBI network using a combination of State subsidy and commercial investment will deliver high-speed broadband to over 1.1 million people and over 569,000 premises in Ireland. No matter how remote or rural, no town, village or community will be left behind. NBI will be responsible for the management of the new national broadband network for the next 25 years. To hear more about our colleagues working on the rollout of the National Broadband Plan, please click here. Key Objectives / Accountabilities: This role is part of OE Support team and requires comfort within a constantly changing environment. It requires attention to detail, creating and following ITIL processes, ability to solve problems and develop strong relationships internally and externally to delver a high quality of of support services. NBI is looking for an experienced IT Incident and Supplier Manager who is motivated to help with multiple work streams: management of technology suppliers and partner relationships (including budgets), supplier governance, facilitation of new initiatives, and input into sourcing decisions management of activities related to SLAs and contract management of our 3rd party vendors and ensuring quality of service Incident management and KPI reporting Key Responsibilities: Implementing the new Operational Model, between NBI Stakeholders, Net Ops and X3T Monitoring and managing the day to day operation of NBIs' internal NBI's Enterprise IT Operations systems ensuring they are fit for purpose with utility and warranty. Manage performance of our suppliers and contracts ensuring they are meeting SLA's and providing the service of the business needs ensuring they're bringing value Manage OE ticketing queues and reporting Work with business stakeholders and IT to ensure the quality of documentation and ability to measure and manage the performance of incident tickets against KPI's. Develop and optimize internal processes as per ITIL standard and enforce compliance and deliver reports. Be part of on call rota on the team for P1 - P3 incident management. Focus on incident prevention and problem management to reduce the number of incidents Knowledge & Experience: At least 5 years' experience of IT operations management in a 24*7 environment, ideally in a telecoms or similar demanding SLA environment. Contract management and contract change management experience Exceptional relationship management skills Experience in Process development and Improvement Proven problem solving experience Strong experience managing 3rd party vendors, diverse stakeholder groups and ideally outsourced partners. A thorough understanding of the principles of ITIL and eTOM and the application of same. Ability to manage Major incidents, in a controlled and calm manner, getting the best from all parties involved and accelerating its resolution. Have experience in ISO 20000 and ISO27001 Excellent communication skills, adapting the messages to suit the targeted audience. Enthusiastic and comfortable with rapidly changing environments . Competency Profile: Business Competencies Customer Focus Problem Solving Business Focus Results Focus Change Orientation Innovation People Competencies Leadership Influencing & Winning Commitment Teamwork Interpersonal Skills Oral & Written Communication For more Information on National Broadband Ireland please visit: Welcome to National Broadband Ireland - NBI #J-18808-Ljbffr