Provisioning manager

Reporting to Head of Delivery
Working under the Head of Delivery your primary responsibility will be to own the end-to-end provisioning process for our customers. You will lead and develop a small but growing team of Provisioning Administrators who proactively manage the provisioning processes for a variety of products/services and also provide both administrative & provisioning support to our Project Managers. 

This role is new to the Company and has been created in light of the recent formation with The Technology Group in a new group of Unified Communication companies backed by Chiltern Capital. It is a pivotal role within the project team and the successful candidate will be key to maintaining our ‘World Class’ NPS rating across our client base through our seamless deployment model. It is an exciting time to join the Company as we work to synergise our provisioning teams across the two companies.

The ideal candidate will have a strong provisioning background in all aspects of Telecoms, including (but not limited to) internet connectivity, porting, VoIP system provisioning and hardware distribution. A demonstrated history in people management is required. We are looking for a candidate who is passionate about supporting and mentoring a team of provisioning administrators to help them grow and develop as we continue our journey towards a united team that is cross trained across all aspects of provisioning.

You’ll be exceptionally well-organised with an obsessive attention to detail; you’ll have a passion for delivering excellence in customer service and will not shy away from supporting the team and assisting with any issues as and when they arise. Excellent communication skills (written and verbal) are a must, along with a keen problem-solving attitude and the persuasive nature to manage escalations. These skills are essential to perform well in this position.

Responsibilities:

• Manage Service Board to ensure requests are appropriately allocated and actioned amongst team in line with relevant KPIs and SLAs 
• Ensure the delivery of high-quality provisioning with high levels of client satisfaction
• Ensure customer service is timely and accurate on a daily basis
• Contribute to improving customer support by actively responding to queries and handling complaints
• Manage and coordinate urgent and complicated provisioning escalation issues
• Provide day to day support and supervision to the Provisioning Team 
• Monitor and manage the distribution of work, and report on team performance, progress of services and issues/risks 
• Provide support and resolution to escalated issues 
• Review and analyse existing provisioning processes (end-to-end) and identifying appropriate improvements 
• Engage in supplier performance reviews, representing the provisioning team and championing a maintained strong professional working relationship
• Conduct monthly one to one’s with individual team members as well as formal reviews 
• Recognise opportunities for improvement to procedures and practices and proactively offering ideas and solutions to problems which impact or influence team performance 
• Other reasonable duties and projects as defined by your line manager

Process & Procedures

• Weekly reporting on statistics and performance
• Optimise use of the company’s PSA system, ConnectWise/Salesforce  
• Manage general system housekeeping (Project admin/documentation/license renewals etc)
• Liaise, co-ordinate and maintain relationships with carriers and suppliers
• Support, co-ordinate and maintain relationships with internal teams.

Communication 

• Provide customer feedback to the appropriate internal teams (e.g., Key Account Managers) 
• Advise management on situations that may require additional client support or escalation

Management

• Day to day management of a team of project administrators
• Ensuring even and accurate delegation of tasks and distribution of workloads amongst the team
• Management of team development 
• Team performance management – 121s, half year appraisals/appraisals/disciplinaries etc
• Assist with any escalations amongst the team
• Provide daily support and assistance amongst team
• Deputising for the Head of Delivery in their absence, including (but not limited to) overseeing team, organising work distribution, allocation of projects, carrying out customer comms as required
• Support the head of Delivery with tasks as and when required

This list is not exhaustive, will change in response to business demands and may include other tasks as may reasonably be required by your line manager or director.

Core Skills
Communication (written and verbal), Provisioning, Team Management, Attention to Detail, Organisation and follow up Adaptable, Ability to Delegate, Customer Service, Process Improvement, Decision Making, Managing Processes, Planning, Analysing Information, Developing Standards, Emphasizing Excellence, Reporting.

Requirements

• Proven previous experience in a fast-paced provisioning environment within ISP/Telecoms industry essential (ideally within a managed service environment)
• Solid provisioning background in telecoms services with an ability to give instructions to both technical and non-technical audiences.
• Sound knowledge of connectivity services such as Ethernet, Broadband, VOIP and Number Porting
• Knowledge of CRM / Service Desk Management software (Connectwise/salesforce preferred)
• Ability to work on own initiative
• Excellent organisational and time management skills
• Ability to stay calm and productive under pressure
• A diplomatic approach to people when dealing with conflicting priorities 
• A can-do attitude with a high level of personal motivation and pride in their work 
• Customer-service oriented with a problem-solving attitude
• Excellent written and verbal communication skills
• Previous people management experience in a product/service provisioning or similar role
• Willingness to learn
• Work well as part of a team
• Demonstrates respect for equality and diversity and works to actively promote an inclusive work environment and good working relationships amongst staff/colleagues
• A full valid UK Driving Licence

In return we offer:

• A generous basic salary (based on experience and qualifications) 
• Hybrid working options (following completion of probation)
• 30 days holiday (21 days + Birthday Day off + Public Holidays)
• Great funded training opportunities
• Career progression opportunities as part of a fast growing, successful company
• Pension contribution
• Paid sick leave of up to 6 weeks a year (T&C's apply)
• Life Insurance Cover of three times basic salary
• A great working environment on the edge of Leeds city centre, with ample free car parking
• Company social events, (Crystal Maze, Junkyard Golf, Summer BBQ, Games Nights)
• Pay Day Pizza
• Generous shopping and eating out discounts plus freebies through Perkbox
• Shower Facilities (Ride to Work)

Email your CV to vrobinson@technology-group.com or upload your CV on the form.

Closing Date:
Nov 2021

Salary: 
Negotiable

Contract:
Full-Time 

Location:
​Leeds