Group Telecoms Manager

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