Senior Service Delivery Manager
Found in: Jooble UK C2 - 2 weeks ago
As a Telco Service Delivery Manager, you will manage an experienced team responsible for technical validation of customer orders and raising / delivering off net access work orders with the local Telco providers in UK, Ireland. Belgium, and surrounding countries.
Responsibilities- Manage a team of experienced Telco ordering and technical validators and support staff.
- Conduct employee performance appraisals with effective feedback.
- Provide training, coaching and counselling to direct reports regularly for performance, development and business alignment.
- Manage mandatory compliance training, safety training and process changes.
- Interface with the International process team and refine service delivery processes and provide input as and when needed.
- Build and maintain professional working relationships with third party carrier suppliers.
- Work closely with internal teams and stake holders to maintain positive order flow.
- Manage Director level escalations through to resolution.
- Drive KPI/CPI performance - review live provisioning data with focus on root cause and improvement.
- Closely monitor pipeline orders for timely delivery from off-net access suppliers.
- Engage with customer key contacts – especially during delivery escalations if needed.
- Control of Service Provider monthly Service Reviews to monitor actual performance.
- Drive improved performance from Service Providers taking counsel from internal business stakeholders.
- Proactively monitor and resolve potential internal provisioning delays to meet internal performance targets.
- Fully engage and contribute at Verizon Service Delivery Governance forums.
- Provide regular reports and service updates for Senior Managers.
- Build relationships with Regional Delivery teams within International.
- Help identify and implement service delivery improvements.
- Managing team members performance and development plans.
- Drive the team performance (against agreed KPIs/CPIs and objectives) and where appropriate take the necessary corrective actions including delivery intervals, committed due dates & uncovered line costs.
You’ll need to have:
- Knowledge of Telecommunications and Networks specifically delivery over the access network.
- Customer service experience in a Business to Business environment.
- Willingness to travel as needed.
- Knowledge of OFCOM ruling and Openreach products portfolio.
- Experience within the telecommunications industry.
- Experience in managing Day to Day order flow and demonstrate past experience to work efficiently in managing workload and escalations.
- Team Management experience.
- Good organizational and prioritization skills.
- Time Management: Demonstrates an ability to execute planned activities within expected timeframes.
- Clear confident communicator with strong written and verbal presentation skills.
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