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Welfare Services Delivery Manager The product management and service delivery aspects of Paradigm’s Welfare service. This is achieved through the co-ordination and management of all aspects of the service life-cycle and delivery, from handling the initial customer Service Request, through Tender Vetted proposal, implementation and from there to full service delivery and through to service recovery. The Welfare Services Delivery Manager ensures that all Welfare Service products are delivered within agreed cost, time, available resources, to agreed availability criteria and QoS requirements. All to the satisfaction of the Customer/User (where applicable) and Paradigm Services management. Based at Corsham, the Welfare Services Delivery Manager will interface with Paradigm Services Ltd Welfare Services Manager, Network Operations, Network Maintenance; Paradigm Secure Communications, PJHQ, CINCFLEET, HQ Land, HQSTC and SAT IPT on a frequent basis to ensure the continuing delivery of the Welfare Services. The life-cycle management of all existing and new Welfare Services, including their conceptualisation, development, installation, sustainment and recovery. In particular the Welfare Services Delivery Manager is responsible for: Identifying the acceptability of proposed new Welfare services to the Customer and User. Championing into Paradigm the requirements of the User and Customer for Welfare service developments and enhancements. Acting as initial point of contact to the Customer for all Welfare Service Delivery issues, other than those associated directly with product support. Managing and co-ordinating the activities required of all Paradigm departments for effective Welfare service delivery and, where necessary, external organisations, in support of the management of all Welfare Services throughout their individual life-cycles, including those in development and those deployed in theatres around the world. Producing and maintaining the Welfare Service delivery database. Contributing to the identification of Welfare Service product cost and human resource levels required to ensure that each phase of the service product lifecycle is achieved within cost profiles, staffing resources are adequate, and that reporting of service product usage, revenue, profitability, service availability and QoS is provided on a monthly basis throughout the service product lifecycle. Producing and maintaining the Welfare Services product management plans. Direct and close liaison with MOD Customers with regard to current and future Operational Welfare Policy requirements, ensuring alignment of the deployment and recovery of Welfare Services with MOD operational phases. Managing Service Delivery functions and deliverables in order to maximise utility, utilisation and User satisfaction of Welfare Services. Managing the profitability of the Welfare Services and ensuring that the Customer receives value for money. Co-ordinate Call Rate Reviews for the Welfare Voice element of the Service, and ensuring that agreed new rate-plans are implemented in a timely manner. Management of the Order Fulfilment process as it relates to the service delivery aspects, specifically to ensure that a Service Request results in the delivery of the requested service to the Customer. Identifying the level of conformance of the Welfare services to agreed performance metrics and the continuity of service: across the entire range of delivered Welfare Services, and presenting performance information at the bi-monthly Welfare Service management Forum so that the Customer and User representatives can readily understand the level of achievement, any issues and any resulting actions to be taken. Co-ordinating problem resolution activities when faults/complaints concerning the Welfare Services are reported by Customer Operations and ensure that issues are resolved to Customer (and, where applicable, User) satisfaction. Working with the Welfare Services Manager to ensure that the catalogue entries for Commercial Services, briefing documentation and service guides are developed and kept up to date. Preparing and presenting on the performance of Welfare Service Delivery at PSL’s Service Delivery Reviews. Calling the required QoS Phase 6 Reviews and coordinate with other departments to enable other parts of the phase review process to be completed at the applicable time. Identifying financial risks associated with the Welfare services, working with Finance to quantify, entering in the Paradigm Risk Register, identifying means to ameliorate and reporting on risk-reduction progress.Primary Duties: To ensure that the Customer and User experience of the Paradigm Welfare Service products meets agreed QoS and availability. Regular liaison with PJHQ, CINCFLEET, HQ Land, HQSTC and SP(POL) with regard to customer requirements and Welfare policy. This will require effective liaison from SO3 through DACOS levels within all organisations. Undertaking regular visits to Welfare theatres to ensure quality of service. In conjunction with PSL Business Development and PSC, to undertake visits to prospective 3RD Party customers to promote the Welfare Service, as required. Providing regular inputs to Director/Departmental Manager on performance across the range of Welfare Services. Liaison with the Customer, and Paradigm Services Technical Refresh, IT, Network Operations and Maintenance and the Welfare Services Support Manager on all aspects of service continuity, product improvement and initiatives to develop new products. Liaison with the Welfare Services Manager to ensure that all product and Customer / User support is cohesive with the Services being provided. Liaison with the Welfare Services Manager to ensure that knowledge, understanding and use of the Welfare Service is maximised amongst the Customer and User communities. Essential Competencies: Experience in telecommunications services product management/delivery, with a good understanding of the way in which military telecommunication services are delivered to deployed operations and having the capability to effectively liase with SO3 though DACOS levels. A detailed understanding of all appropriate Paradigm and Customer Policy Documentation associated with the provision and management of Welfare services. A good understanding of current Switching Technologies and equipments. An understanding VSAT Terminal and mobile satellite terminal equipments. A thorough understanding of the Welfare Services available for order from Paradigm Services Ltd. An understanding of the Defence Communication Services Agency (DCSA) procedures. Detailed knowledge of the Paradigm Service Catalogue and its use. A thorough understanding of Paradigm CUS performance commitments. Ability to summarise performance information and articulate clearly. Experienced in use of Microsoft Office tools and CHOtS. Must be prepared to travel within UK and abroad, possibly into hostile military theatres. Desirable Competencies: General understanding of accounting procedures. Self-motivated and able to lead a mixed discipline team, with experience of team building, decision making and target setting, to enable the development of strong and effective internal and external relationships. Proficient in controlling and delivering profitable service business. Proactive, visionary with the proven ability to adapt to changing Customer needs and to harness change to the benefit of the Paradigm Services business. Awareness of the phases of MOD operations. Awareness of technologies employed in the delivery of voice and Internet services through satellite communications media.
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