Data Analytics and Service Delivery Manager

REPORTING TO: Head of Product Delivery
LOCATION: Belfast

About the Role

This position requires critical thinking, data analysis, a solution-oriented approach, and development of understanding of what a ‘good fit’ for data looks like for water utility sewers.

The role is critical for StormHarvester bridging internal and external teams and ensuring service delivery for customers meets the high standards required.

Your main responsibilities will be to:

  • Assess when predicted behaviours are deemed unacceptable or when they should be improved
  • Use StormHarvester tooling to review and assess behaviours
  • Use StormHarvester tooling to create new behaviours and validate if these are an improvement
  • Use StormHarvester tooling in enabling service changes or manually updating outcomes
  • Identify behaviours or outcomes that are not ‘good enough’ and require some additional effort/work from teams to improve
  • Communicate ongoing behaviours and issues and prioritise these based on outcomes and customer requirements
  • Raise internal tickets for work and follow up on their implementation
  • Prepare customer reports on service delivery understanding SLAs and risks/impacts of not meeting commitments
  • Prepare internal reports and feedback on current product behaviours across multiple customers and assets
  • Be aware of costs or service delivery
  • Look for opportunities for service improvement and to become more efficient
  • Identify tooling improvements including useful new tools and processes

To do the role effectively, you will need to become familiar with:

  • The Sewer network, the components, and processes involved
  • Individual nodes and geographical connectivity
  • Understanding varying behaviours at individual nodes and in the network
  • The StormHarvester Product
  • StormHarvester tools for understanding and predicting behaviours
  • StormHarvester customers and SLAs
  • Account Management with StormHarvester responsibilities and commitments
  • StormHarvester customer interfaces
  • Alerting and alarming for sites and customers
  • Predictive models and parameters

 As part of this you will engage with:

  • Customers in understanding SLAs and services
  • Account Management in StormHarvester as regards service delivery and new opportunities
  • Technical team (Dev, Ops & Support) in service delivery and areas for improvements
  • Sales/Bus Dev in providing feedback on customers’ service delivery and opportunities for improvements
  • Marketing in identifying areas for promotions

 REQUIRED SKILLSET:

  • Demonstrable analytical capabilities
  • Ability to interpret graphs with respect to actual versus desired behaviours
  • Solution oriented
  • Good communicator, verbal and written
  • Degree, or 3 years of equivalent experience
  • Familiarity with Microsoft: Excel, Powerpoint, Teams and Word

 ESSENTIAL CRITERIA:

  • Analytical skillset
  • Able to interpret graphs with respect to actual versus desired behaviours
  • Solution oriented
  • Good communication (verbal and written)
  • degree, or 3 years of equivalent experience

DESIRABLE CRITERIA:

  • Water utility domain experience
  • Hydraulic modelling background
  • Civil engineering appreciation or experience.
  • Experience in data analysis
  • Use of business analytical tools
  • Able to create macros/make use of data analysis tooling
  • Experience of customer engagement
  • Experience of working in technical teams
  • Project management experience

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