Provisioning Team Lead

Are you a people manager with around 3-5 years network provisioning experience gained in a telecom or service provider where you have been supporting global customers and networks.  It is important that you have been involved in hands-on provisioning in the past in order for you to be able to perform this supervisory role.

As a part of the Customer Services team, the role is responsible for day-to-day management of the global Provisioning Team (5 people based in Sofia, UK and Singapore).  You will 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.

Accountabilities

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

Skills and Knowledge required

• 3+ years network provisioning experience in telecom or service provider supporting global customers and network
• Man 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


Why you should join us:

Innovative, fun and challenging – these are words that perfectly sum up our culture. You’ll be encouraged to share your ideas, try out new things and build on your existing skill-set.

You will have the chance to play an important role in the ongoing growth of our stable global telecoms business and work alongside an international team who are passionate about delivering a first-class customer experience.

Our benefits include a competitive remuneration package; 20 days holiday, rising up to 23 days (1 year extra for every full year worked),  An extra 1 day holiday to take in the month of your birthday.  Sport Card; Health Card; Fresh fruits in the office and although we currently work from home due to Covid, afterwards you will be based in Sofia in a combination of home based and using our contemporary offices (around 2 days a week) which offer a pleasant and safe working environment.

Epsilon Telecommunications Ltd are equal opportunities employers, value diversity and are strongly committed to providing equal employment opportunities for all employees and all applicants for employment. Equal opportunities are the only acceptable way to conduct business and we believe that the more inclusive our environments are, the better our work will be.

When you apply, please ensure that you send your CV written in English along with a cover note explaining why you think you will be good in this role.