Telco Service Delivery Manager

2 weeks ago


Reading Berkshire, United Kingdom HCLTech Full time

Job Description

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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