Head of Provisioning

The role of Head of Provisioning will be responsible for the delivery of Connectivity, Voice and Security solutions to business and wholesale grade consumers. Taking ownership of both order processing and technical delivery functions, ensuring all orders are delivered as swiftly as possible. Customer service will be paramount to this role in ensuring customers are kept informed of order progress, delivery teams are focused and efficient and that work in progress is reported clearly to senior management in line with defined targets and business KPIs.

KEY RESPONSIBILITIES

Provide support and leadership to all members of the provisioning team, both co-ordination and technical.
Regularly update order work in progress and appropriately escalate to senior management on priority items.
Provide weekly, monthly and quarterly reports on team delivery performance.
Responsible for all business grade customer solution delivery, management of associated resource pools and ensuring these are adequately maintained across the team.
Ownership and co-ordination of customer order delivery function across all product and service tiers, ensuring these are progressed, communicated and documented appropriately.
Effective management and utilisation of available resources to adequately build, deliver and document customer solutions and services.
Swift and effective communication of order escalations, particularly in instances which require senior management authorisation or supplier engagement.
Clear and effective reporting of team and individual performance, along with the ability and foresight to address appropriately where this is not the case or requires remediation measures.
Efficient provisioning team management and swift delivery of customer solutions across all product services and tiers, ensuring that customer contracted support packages are considered, service levels are met and high and low level designs are delivered against.
Adapt well to business and technological change to ensure continuity within the department and anagile approach to operational readiness. As the company scales, so too will the technical support function and the products and services it will be required to support.
Provide clear and concise instructions to your team to maximise efficiency, conduct regular 1 to 1s with the team to set out KPIs and receive feedback regarding their areas of the department.

EXPERIENCE

ITIL v3 Foundation and/or Practitioner
Vendor specific technical knowledge within Cisco, Juniper, Fortinet and Nokia
Experience of large, multi-vendor technology environment, ideally gained within the telecommunications industry.
In depth knowledge of network principles including TCP/IP, ethernet, routing/switching, firewalls and telephony.
Minimum 2-5 years’ experience in telecommunications or managed service delivery.
Proven ability to lead technical delivery teams and provide mentorship on both personal development and technical/order troubleshooting.
Demonstrable experience in technical solution delivery at a management level with experience in vendor/supply chain management.
Provide insight into operational readiness activity as new product development workstreams are progressing, ensuring business capability requirements are captured.