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Job Title - Technical Operations Director

Reports to- CEO/Managing Director

Location - Fareham

Salary - Negotiable depending on experience

Benefits - Company car or car allowance

The Company:

They are a UK-based business who are a leading independent provider of telecommunications and the largest Direct Business Partner of O2 in the UK with over 115,000 customers. They have over 25 years' experience working in the mobile industry with a commitment to saving our customers money on their bills, providing savings of over £3m year on year.

They are recognised by O2 for providing our customers with an award-winning service and their passion and focus is built around putting the customer at the heart of everything they do. They offer a wider range of communication solutions including mobile, fixed lines and call; broadband, conferencing and hosted telecoms.

Purpose of the Job: Technical Operations Director

To have responsibility and accountability for all service management functions ensuring that they are delivered in line with standards and operating model. You will be responsible for managing the service delivery team, assigning customers, ensuring operational and service excellence is achieved at every point in the Managed Service lifecycle and that the services are commensurate with the customers SLAs, as well as upholding the continuous improvement of service quality and customer satisfaction.

Key Responsibilities/Accountabilities: Technical Operations Director

  • Responsible for the management of the Service Delivery function including development through the PDR process, training, motivation, and workload planning, welfare, monitoring and quality assurance
  • Delivering a customer focused service delivery engagement model
  • Produce technical analytical reports showing trend analysis
  • Attending ad-hoc customer meetings as required
  • Proactively monitor customer cases and to assist in their resolution if necessary
  • Identifying areas for service improvement and service innovation
  • Producing and updating processes and procedures, including associated documentation
  • Ensuring appropriate SLAs and KPIs are implemented and achieved
  • Responsible for Service and Business Transformation and Innovation through operational change
  • Manage, develop, mentor and coach a team
  • Responsible for setting and managing departmental and operational P&L, KPIs and targets
  • Responsible and being the lead for service transition of new contracts and new services
  • Responsible for developing and managing strategic partnerships with third party suppliers
  • Responsible for weekly, monthly, quarterly and annual customer Service Packs for Service Governance and Review meetings, including ad-hoc reports and Route Cause Analysis
  • Responsible and the lead for producing and implementing ITIL and ISO process and procedures
  • Responsible for Continual Service Improvement Initiatives into all contracts
  • Responsible for achieving Customer Satisfaction targets
  • Support and drive the sales performance and opportunities and develop the portfolio, to include involvement with customer presentations and tender responses

Skills and Abilities: Technical Operations Director

  • Strong negotiation skills
  • Leadership: the ability to set direction, act decisively and influence effectively
  • People management: the ability to manage people, both directly and through others, motivating individuals to develop themselves while successfully delivering business priorities
  • Demonstrates Business and resource Planning, using techniques to support projects, tenders, and business case
  • Be able to represent their department and adapt their style to meet the needs of different audiences
  • Problem solving - considering and evaluating all relevant factors and then making a decision based on own conclusions
  • Relationship builder - enjoy sharing ideas, discussing issues and valuing the input of peers and colleagues
  • Exceptional organisational and communication skills together with proven leadership capabilities
  • Able to adapt proactively to the demands of a fast-changing environment and develop new skills and processes

Experience, Knowledge and Qualifications: Technical Operations Director

  • Experienced dealing with multiple suppliers
  • Excellent product knowledge around on premise systems, fixed line solutions and hosted telecom solutions
  • Experienced managing a service delivery team and onsite engineers
  • Proven budget capability to use methods and techniques to operate within agreed budget level. Capability to minimise costs and cost effectiveness
  • Proven experience of developing and delivering service delivery management transformation programmes in similar sized & complex organisations
  • A track record of achieving and exceeding targeted business results/KPIs
  • Good standard of education - preferably to degree level
  • IT skills - full office suite to include MS Projects, Visio, one note
  • Prince2

Key Technologies:

  • On premise systems
  • Unified Communications
  • Fixed line Solutions
  • Calls, lines and broadband
  • Hosted Telecom Solutions

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