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Sofia, Bulgaria

Reports To

Director, Customer Services

Employment Type


Overall Job Purpose

As a part of the Customer Services team, the role is responsible for day-to-day management of global Provisioning Team with focus on Customer Experience. Mentor, guide and motivate the Provisioning team members to achieve excellent performance with a continuous improvement approach on KPIs, customer engagement, process & systems.

Working closely with peers and management on day-to-day effective process discipline and priority order provisioning are key requirements of the role.

Key Responsibilities

Network Provisioning engagement

  • Manage provisioning tasks assignment and completion on time
  • Ensure provisioning process is followed and provisioning SLAs met
  • Prioritize and allocate provisioning resource based on customer or internal demand
  • Engage and escalate to equipment vendors where necessary
  • Lead in-depth troubleshooting and escalate issues affecting effective service provisioning
  • Manage capacity check tasks assignment and completion on time
  • Engage engineering team on network capacity constraints
  • Support Tech Sales, Products and Engineering on network efficiency programmes
  • Engage 3rd party supplier and vendors where necessary to meet service delivery timelines
  • Ensure customers’ needs are being addressed on a timely fashion

Resourcing and support

  • Manage and coordinate staff resourcing
  • Act as an escalation point for both customer and internal escalations
  • Ensure processes are enforced to ensure smooth running of the team and identify problems and issues where they may hinder progress or negatively influence the customer experience.
  • Ensure the team have access to administrative records and documentation to execute functions and ensure that internal policies & procedures are up-to-date, clearly communicated and well understood. Create new processes where necessary
  • Build and focus on supplier relationships to provide the company with the competitive edge and local awareness necessary for the fulfilment of the business

Team leadership & management

  • Lead by example Provisioning Team and mentor, support and advice where needed
  • Motivate and coach each team member to achieve exceptional results
  • Maintain a positive mood in the Provisioning Team with a proactive customer approach and willingness to learn
  • Set individual objectives based on the company strategy and review team performance
  • Address personnel matters within the team
  • Train the team on consistency and discipline in daily routines – like customer updates, meeting internal delivery SLAs
  • Work on “Customer-first” mindset withing the team and embrace positive change


  • Collaboration with internal teams (Customer Project Management, Sales, Engineering, Operations, Technical Solutions ) on provisioning tasks, internal escalations and prioritization
  • Support the wider Customer Services Team (Customer Project Management, Operations, Service Management) with provisioning questions & issues
  • Proper service handover to Operations

Process & Systems

  • Constantly review internal service delivery processes and procedures and make improvement suggestions
  • Work on SOPs (Service Operational Procedures) based on service and product and train the team
  • Review internal systems functionality and suggest enhancements based on latest internal processes and procedures
  • “Lessons learnt” approach and process update in case of failure or jeopardy
  • Process automation through existing systems approach where possible
  • Continual Service Improvement mindset
  • Review and institute processes to enhance productivity & efficiency

Job Requirements

  • 5+ years network provisioning experience in telecom or service provider supporting global customers and network
  • 3+ years management experience
  • Knowledge and experience in at least 2 network technologies – DWDM, SDH, L2 Ethernet, MPLS, IP, SD-WAN, Voice (SS7, SIP, PRI)
  • Leadership qualities in managing global team with diverse cultures
  • Strong soft skills to work with multiple parties – customers, suppliers, engineers, Sales
  • Strong customer focus with keen interest to deliver exceptional customer experience
  • Troubleshooting skills on multiple network technologies
  • Degree in Electrical Engineering, Computer Science or Telecommunications/ Networking.
  • Network industry certification – Cisco/Juniper/Silver Peak
  • Project management certification is a plus
  • Familiar with network testing standards
  • Strong Communication and organizational skills with ability to influence and inspire teams
  • Able to work under tight deadlines
  • Able to manage conflict
  • Good listener, with attention to detail and seeing the big picture
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