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Ucc - Unified Communications Service Owner

4 months ago

City of London, United Kingdom Equiniti Full time
Equiniti is a leading international provider of shareholder, pension, remediation, and credit technology. With over 6000 employees, it supports 37 million people in 120 countries.


EQ's vision is to be the leading global share registrar, offering complementary services to its client base and our values set the core foundations to our success.

We are
TRUSTED to deliver on our commitments,
COMMERCIAL in building long term value,
COLLABORATIVE in our approach and we
IMPROVE by continually enhancing our skills and services.


There has never been a better time to join EQ.

Role Summary


The UCC Service Owner will be responsible for the overall management and performance of the company's Unified Communications and Collaboration (UCC) services.

This includes ensuring the availability, reliability, and security of the service, as well as managingthe ongoing development and improvement of the service.


The role encompasses both engineering and operations with strong stakeholder management being a prerequisite and is ultimately responsible for making sure that UCC services are being seamlessly delivered to both internal and external clients of the organization.


Core Duties/Responsibilities

  • Coordinating project teams, monitoring progress, tracking KPIs, and managing business relationships with internal clients.
  • Managing relationship with internal business stakeholders related to contact centre services.
  • Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
  • Overseeing delivery of core contact centre & unified communications projects and their lifecycle management.
  • Maintaining high performance levels for servicerelated processes, and implementing improvement activities wherever necessary
  • Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
  • Developing a deep understanding of projects to gain insights into the scope of service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Analyzing thirdparty as well as internal processes, and creating strategies for service delivery optimization
  • Providing accurate and regular reports to the management on performance of the service delivery
  • Manage vendor proposals for ongoing operational improvements and overseeing an evergreen process for service roadmap with technical team lead

Skills, Knowledge and Experience

  • Proficiency in coordinating work with both physical and virtual teams globally.
  • Experience in dealing with thirdpartyprovided services related to contact centre in a cloud and on prem infrastructures.
  • Operational ability in a diverse, largescale environment
  • Exceptional customerfacing skills
  • Indepth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Ability to manage and prioritize tasks efficiently
  • Readiness to demonstrate a proactive attitude
  • Good foundational knowledge of IT infrastructure, networking concepts and contact centre technologies (like Webex CC, Cisco HCS, Verint and other call recording platforms)
  • Being able to translate business needs into technical concepts for future implementation
  • Experience (5+ years) in large scale Contact Centre delivery programs
  • Capability to work with senior leadership and business stakeholders, proven track record (5+ years) of operating in high level environment
  • Knowledge of O365 environment (MS Teams) is an additional plus.

Qualifications:

  • Bachelor's degree in a related field
  • Strong Experience in UCC service management
  • Experience managing vendor relationships and contracts
  • Strong knowledge of UCC technologies and best practices
  • Strong project management skills
  • Excellent communication and interpersonal skills
  • Strong problemsolving and analytical skills
  • Ability to work independently and as part of a team


This role will report to the Head of EUC and will be responsible for managing a team of UCC service engineers.


What We Offer

Save For Your Future - Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%

All Employee Long Term Incentive Plan (LTIP) - Gives all EQ Colleagues the opportunity to benefit if the current owners successfully sell the company for a profit.

Health and Wellbeing - Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households. Life assurance cover at 4x salary with the ability to purchase enhance cover.

Employee discounts - Discounts and cashback at your favourite high street stores through our EQ Wins Platform.

Flexible Benefits - The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.

Time Off - Typically 28 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.

Winning together - Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.