ABOUT US

We’re building Tomorrow’s Connections Today, bringing people together through the power of our technology.

Liberty Global is a world leader in converged broadband, video and mobile communications and an active investor in cutting-edge infrastructure, content and technology ventures.

With our investments in fibre-based and 5G networks we play a vital role in society, currently providing over 85 million fixed and mobile connections and rolling out the next generation of products and services, while readying our networks for 10 Gbps and beyond.

We’re creating national champions, combining the best broadband and mobile networks under brands such as Virgin Media-02 in the UK, VodafoneZiggo in The Netherlands, Telenet in Belgium, Sunrise in Switzerland, Virgin Media in Ireland and UPC in Slovakia.

Liberty Global Ventures, our global investment arm, has a portfolio of more than 75 companies and funds across content, technology and infrastructure, including strategic stakes in ITV, Univision, Plume, Lionsgate and the Formula E racing series.

Our scale enables us to transfer knowledge and expertise across our operations and investments, creating a dynamic family of brands united in the pursuit of innovation and excellence.

And we’re prioritising diversity, equity and inclusion in our workplace and communities, while reducing our impact on the environment. We are using technology as a force for good; for our people, our partners and the planet.

JOB PURPOSE         

Director Strategic Operations is a sophisticated position demanding a combination of operational skill, technical awareness, good judgement, strong communication and coaching skills to drive excellence in operational incident management with timely and factual communications while achieving customer satisfaction. The position will be responsible for governance and performance of operational incident management and adherence of the contract by the managing agent.

While indirectly leading cross-functional technical teams, this position will require to facilitate communication and drive resolution of critical incident to minimize business disruption and restore normal operations promptl! Timely, accurate and factual communication at C level both at Liberty Global and with all the markets is corner stone of this position.

KEY ACCOUNTABILITIES

• Major/Critical Incident Management
• Participation in incident calls (24/7 availability)
• Post incident analysis and MIR documentation review and approval
• If needed, supervise and steer the incident call
• Escalation and chip management
• Working with country OPS lead in timely incident issues
• Weekly and operational performance reviews
• Develop clear and accurate message to be disseminated to LG and market executives
• Tailor messages for collaborators, ensuring that information is translated into understandable language.
• Timely and communication management towards LG and market executives
• Maintain and update incident communication strategy
• Communicate regularly and provide updates on incident resolution
• Collaboration, Relationship building & Governance
• Cross functional collaboration across technical teams, LG management and country management
• Build relationship with market leads and be their representative towards the managing agent
• Manage and agree operational process adjustments with managing agent
• Administration
• Detailed analysis of incidents and documentation
• Operational report reviews and follow up actions

KNOWLEDGE & EXPERIENCE

ESSENTIAL SKILLS & ABILITIES:

• Extensive experience in technical operations in Telecoms\IT environment
• In depth understanding of ITSM process
• General understanding of cable industry and understanding of in-home entertainment and connectivity platforms
• Shown ability to steer operational incidents
• Proven experience in leading major Incident and incident communication management.
• Strong written and verbal communication and relationship building skills
• Ability to translate technical information into understandable language for non-technical audience
• Excellent organizational and time management skills
• Ability to work independently
• Required to work in a 24/7 environment (on call and shifts) and can manage pressure without effecting performance
• Ability to be credible at all levels of the organization. Can work with engineers at low level and present at C level

DESIRABLE SKILLS & ABILITIES:

Leadership skills:

• Exceptional leadership skills, with the ability to pre-empt issues and steer resolutions.
• Strong collaborator with influencing and negotiation skills in an environment where resources required for success may not be in control of this role
• Cultivate a culture of awareness and responsiveness to communication needs during events

Insightfulness and drive:

• Problem solving skills with the ability to coach at a higher level
• Innovative and creative, bringing new thinking to the organisation and our partners
• Able to spot incident trends, risks and take pre-empt measures

Relationship Building:

• Excellent interpersonal skills will be needed to build collaborative internal and external relationships across all levels and geographies
• Great listener able to understand and capture details and other persons perspectives and needs, enabling strong partnerships
• Strong written and oral communication vital to evangelise with internal collaborators and external partners
• Willing to travel regularly to build strong connections

Motivation / Cultural Fit :

• Highly self-motivated and driven individual continuously keeping operational excellence as the goal
• Capable of standing up for their values and objectives whilst selling or developing their ambitions
• Skilful at working across cultures, both internally and externally
• Adaptable with the ability to successfully deal with and sort through ambiguity
• Organised and professional approach to work with flexibility to pivot when change is required

Benefits:

• Competitive salary + Bonus
• 25 days annual leave with the option to purchase 5 more
• Company Pension Contributions
• Access to our car benefit scheme (UK only)
• Access to wellbeing and mental health benefits such as the Calm app, personal medical, critical illness cover and dental insurance (UK only)
• Free premium subscription to Calm – a world-class well-being & meditation app
• Free public transport subscription that can be used for both work and leisure travel on all modes of public transport, anywhere in the Netherlands (NL only)
• Subsidy on health insurance premium (NL only)
• Company Laptop, Mobile and Phone Subscription

PREFERRED EDUCATION/ QUALIFICATIONS:

• Strong academics demonstrating curiosity and problem solving in sophisticated environments
• Technical bachelor’s degree (Telecommunications, Computer Science, Networks) or equivalent work experience
• Strong command in written and verbal English

*