Telco Service Delivery Manager - Reading, United Kingdom - HCLTech

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