Carrier Performance Manager

The Carrier Performance Management function is pivotal to the success of the Capita Networking Solutions (CNS) WAN business. The function encompasses the performance management of the carriers (telecommunication service providers) used to deliver WAN services for CNS. The Carrier Performance Manager will be responsible for the effective performance management of our carrier relationships. The role will identify and build strong relationships with a broad base of key stakeholders across the carriers used by CNS and internally within the CNS WAN function and wider Capita Technology Solutions. The role will champion our customers and ensure our carrier partners deliver to agreed performance and contractual measures. A strong candidate is sought to undertake this key role within CNS. Passionate about managing carrier performance to meet customer expectations (both internal and external customers). Previous experience working at management level to set and manage goals, roadmaps and methodologies. Outstanding communication, interpersonal and leadership skills, with ability to communicate at all levels within the organisation. Able to influence staff across all areas of the organisation. Strong commercial acumen, bringing value-added, cost effective leadership to the function. Highly motivated and committed to delivering service excellence. Excellent organisational and time-management skills in a challenging, multi-customer/multi supplier environment. Demonstrable experience in the production and presentation of reporting on performance against KPIs and SLAs, via dashboards and Balanced Scorecards. Use of Microsoft Office suite including advanced MS Excel, Word, PowerPoint, Visio and SharePoint. Understanding of, and exposure to, systems including BMC Remedy and Veropath (Calero), or similar systems. Skills & Experience Considerable experience in carrier performance and relationship management in a complex environment, including management of strategies to deliver savings and benefits. Experience in managing the operational performance aspects of large (£30M), long term contractual relationships, including in-depth understanding of operational performance management requirements within the carrier market - understanding the key traits of suppliers in the market. Experience of taking a collaborative approach and ability to work in a dynamic team environment including interaction with finance, procurement, operations, commercial and legal teams across the organisation. Strong leadership and interpersonal skills, including proven track record of building and maintaining executive level stakeholder relationships both internal and external. High emotional intelligence, strong commercial awareness and knowledge of carrier market. Excellent communication and negotiation skills. Proven experience of undertaking carrier operational performance reviews, facilitating workshops and working with carriers and internal stakeholders to conduct operational performance analysis. Proven experience of conducting business operational carrier management process reviews to identify process improvements and cost efficiencies and developing and implementing joint action plans. Ability to lead a team, motivating to meet agreed objectives - including virtual teams. Experience of implementing and maintaining a continuous improvement approach and mindset. Highly organised with the ability to multi-task in a fast moving and complex environment. Strong problem-solving and analytical skills.