Service Delivery Lead

5 months ago


Lincoln, United Kingdom TelecomLabsUK Full time

At Telecom Labs UK/Continuant, we're reshaping the landscape of Unified Communications (UC) and Audio-Video (AV) for enterprise operators. Your mission, should you choose to accept it, is to help organizations across the globe stay confidently connected with world-class technology and services.

Here, you'll be part of an elite team of innovators and problem-solvers, dedicated to transforming our customers’ future visions into reality. We offer not only jobs, but fulfilling careers, where your contributions can lead to tangible rewards and advancements. You’ll have the opportunity to make a real impact in the world of communications, utilizing your skills and ambition to drive progress.

We are seeking a full time, onsite Service Delivery Lead with telecommunications experience. You will support our team in overseeing the delivery of high-quality service to our customers. You’ll be joining an experienced and established Service Delivery Team in the field of telecommunications.

**Core SDL Duties**
- Manages Resource Allocation: prioritizing cases, managing OEM queues, creating engineering team schedule and on-call roster updates. Identifying skills sets and updating matrix.
- SLA management/compliance - ensuring service aligns with SLA and resetting expectations when necessary.
- Coaching/Mentoring entry-level team members and new engineers on ServiceNow usage and best practices, scope of work/fault description clean up, supporting L1/L2 NOC Technicians, identifying learning opportunities and supporting understanding of Case management.
- Driving performance of customer KPIs.
- Critically analyze prioritization, moving tickets along in the engineer queues, ensuring successful incident resolution.
- Change Management - pushing change requirements back to account team, validating change description align with performed work, pushing fixes, and managing approval.
- Major Incident Management - Gathering details around issue, understanding case and account team history, assigning workload, and following incident through to resolution.
- Process flow and Documentation Creation, innovating and improving on current practices.
- Managing customer facing service transition interlocks

**What makes a good SDL?**
- Able to manage rapid-fire communications/requests from multiple teams.
- Can thrive under pressure and deadlines
- Demonstrates Emotional Intelligence, connects with others easily, and is interpersonally open.
- Ability to communicate with team members of varying skill sets clearly and concisely
- Organized and prioritizes their work effectively
- Analytical, with an ability to show critical thinking and trend recognition
- Process Driven, ensuring faultless execution and promotes improvements
- Demonstrates Business intelligence and the ability to balance what is good for the customer and what is good for the organization
- Comfortable pivoting and able to task switch quickly.[AB1]
- Coachable and is open and motivated by working in a learning environment.
- Technologically Savvy
- Problem-solving (out of the box thinking)

**Requirements**:

- Knowledge of ServiceNow or similar ticketing platform
- Familiarity with ITIL standards and practices
- Telecommunications/Telephony industry experience
- Office365 Products - Teams, Outlook, OneNote, SharePoint, Visio
- 2 years’ experience coaching and developing others

**Benefits**:

- Competitive annual salary (£30,000 - £37,000)
- Career progression
- Up to one day home working
- Monday - Friday and Bank Holidays
- 28 days holiday
- Travel opportunities to the United States

**Location**:
Fosseway Business Park
Fosse Lane A46
Newark Rd
Lincoln LN5 9EJ
- Telecom Labs UK is an Equal Opportunity Employer. We take pride in having a dynamic, diverse workforce.Telecoms Labs UK is a Drug Free Work Environment. Drug test and criminal background check are required at the time of employment._

Pay: £30,000.00-£37,000.00 per year

**Benefits**:

- Free parking
- On-site parking

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Monday to Friday

Work Location: In person


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