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