JOB TITLE: Service Delivery Team Leader (Provisioning)


Industry : IT & Telecoms Job Location : Leeds
Job Reference : 11445 Job Category : Telecommunications
Employment Type : Permanent Posted : 27/04/2015
 
Salary & Benefits : £25000 - £27000 per annum + Pension, Gym, Flexible Benefits
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

Role: Service Delivery Team Leader (Telecoms Provisioning) Location: Leeds Package: Permanent job with a salary in the region of £26,000 plus flexible benefits including pension & gym membership. Overview: We are looking to recruit a service delivery team leader, ideally from a fixed line telecoms background with exposure to the typical provisioning process. You`ll ideally have knowledge of the BT provisioning process and understand how things work regarding the provision of fixed line services


Job Description

Role: Service Delivery Team Leader (Telecoms Provisioning)
Location: Leeds
Package: Permanent job with a salary in the region of £26,000 plus flexible benefits including pension & gym membership.

Overview:
We are looking to recruit a service delivery team leader, ideally from a fixed line telecoms background with exposure to the typical provisioning process. You`ll ideally be a leader of people with knowledge of the BT provisioning process and understand how things work regarding the provision of telecoms services including:

*Wholesale Line Rental and Call Services
* Data Connectivity Solutions including ADSL, EFM, DIA and Leased Lines
*Hosted Telephony Solutions
*On-Site Telephony (PBX) Systems

This is not a technical role, but you`ll need to understand the technology and you will have worked in a customer facing telecoms service delivery function throughout your career. Your team will consist of service delivery co ordinators who are tasked with providing exceptional customer services to internal and external customers through the stages of the customer on boarding process and the management and provision of orders for all products and services using carrier portals and order forms.

Key responsibilities:

* Management of direct reports including employee reviews, appraisals and any KPI's or objective setting with direction from the Service Delivery Manager
* Daily management and prioritisation of the team workload
* Delegation/Assigning of orders to the team
* Act as the 1st line escalation for internal teams, where required
* Act as the 1st line escalation for any customer complaints or issues
* Continually review and provide recommendations on the process and procedures of the team to enhance the operational efficiency and customer experience
* Attend customer meetings (where required) to discuss delivery of Support in-line with customer requirements
* Provide regular service ticket and utilisation reporting
* Provide team performance reports
* Provide regular communication and support to customers via email, telephone and project status reports
* Liaise, co-ordinate and maintain relationships with carriers and suppliers where required

Required skills (Essential):
* Customer service experience and team lead skills
* Fixed Line Provisioning and Service Delivery experience
* Telecoms industry experience
* Computer literate and knowledge of MS Packages

Desirable:
* Experience of Telephony Systems (PBX) and Installations (preferably Mitel & Samsung)
* Experience of managing projects

The company:

Expanding and award winning telecoms services company with a strong reputation for staff development & enhancement and nationally recognised as creating a vibrant and rewarding working environment - they are ranked one of the top companies to work for in their field.

Bluefire Consulting is an employment business acting on behalf of a client company.


Job Keywords

Provisioning, WLR, ADSL, Service Delivery, Leader



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in Telecommunications recruitment on a UK wide basis.

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