Unified Communications Team Leader

2 months ago

Manchester, United Kingdom bet365 Full time

Who we are looking for

A Unified Communications Team Leader, who will be responsible for all Messaging and Collaboration Systems On-premise and in the Cloud for a global enterprise.

You will be a pro-active and experienced team leader who can manage technical people and work streams. You will lead a team of technical engineers to design, maintain, and improve the service of all systems. You will thrive managing multiple workloads, supporting an environment that is complex and challenging.

You will manage all work within the team, understanding each work package and scheduling resource, whilst providing weekly updates to management. You will remain up to date with current technology trends and manage a technology roadmap.

The role will require you to manage all change to identify risk and impact, to support operational stability and service excellence, ensuring you drive a high standard “works first time approach”.

You will be responsible for each Unified Communication service by managing service incidents, liaising with third parties, internal technical teams, management and the operational side of the Business.

This role is eligible for inclusion in the Company’s hybrid working from home policy.

Preferred skills and experience

  • Extensive experience managing a technical team.
  • Experience and knowledge of Unified Communication technology.
  • Excellent communication skills.
  • Team and project management experience.
  • Stakeholder management, with the ability to collaborate with people from different disciplines.
  • Self-motivation, with the ability to use initiative and prioritise proactively.
  • Outcome focused, delivering successfully at pace.
  • Excellent planning and resource planning skills.
  • People-focused with the ability to motivate and lead a team, whilst being passionate about delivery.

Main Responsibilities

  • Taking accountability for all Unified Communication services, upgrades, changes and service improvements, ensuring operational stability is paramount.
  • Managing all changes, to identify risk and operational impact.
  • Managing a team of technical engineers by overseeing all work and ensuring that all project work and small tasks are completed within a timely manner.
  • Maintaining an up-to-date resource plan, ensuring work is scheduled and planned.
  • Managing all incidents, problems and changes in line with our ITIL framework, to ensure all SLAs and KPIs are not breached.
  • Ensuring all documentation for Service Continuity, Incident Response Plans and Technical Diagrams are kept up to date and maintained.
  • Conducting regular one to ones, to ensure agreed processes are understood and followed.
  • Driving forward training requirements and creating training plans.
  • Managing service roadmaps, consistently reviewing growth and consumption.
  • Presenting reporting packs to demonstrate platform health, version control and feature changes.

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