The Group Telecoms Manager is responsible for working with all departments and businesses throughout the group. You will be working in a dynamic and fast-paced environment with new challenges every day. Due to the nature of this role, several years' experience would be needed to help support the department.
A broad technical knowledge is required, alongside ITIL experience in Incident, Request, Change, Problem, Release, Event and Knowledge management. You will be forward thinking, customer focussed and self-motivated with the drive to improve all IT services and the user experience.
- Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything you do.
- Demonstrate strong organisational skills and be accountable for your daily workload
- Demonstrate a systematic, disciplined and analytical approach
- Be customer focussed and ardent in ensuring that colleagues receive a high quality of service
The key objectives of your role are:
- To ensure that the Director of IT Services - UKI is kept informed of progress and advised about major problems and / or issues in a timely manner.
- Work in partnership with colleagues and project team to migrate the on-premise telephony platform to a cloud based service.
- To maintain the continuous running of circa 1,300 non geographical delivery numbers across several call delivery and call management platforms
- Vendor management of key Telephony providers including mobile service, on-premise and cloud services.
- To provide critical incident management response and ownership, controlling and coordinating necessary activities to restore service and deliver root cause fixes and preventative solutions.
- Telecoms budget and licence management.
- Identify, analyse and document business processes & workflows to identify opportunities for streamlining and improvements.
- Take ownership, investigate and resolve escalated tickets.
- Work collaboratively with team members and support functions to resolve issues in a timely manner.
- To be pro-active in suggesting and proposing new technologies to support the businesses.
- Proactively monitor Telecommunication services.
- Supervise and mentor a team of 4 engineers.
- Day to day team management, performance management - including training and development.
- Staff recruitment and appraisals
P46446NB
INDMANS