Location
Sofia, Bulgaria
Reports To
Director, Customer Services
Employment Type
Permanent
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
- 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
