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This is a cracking opportunity based in the heart of the City.

We are looking for a lateral thinker and first class service implementation manager to provide critical business analysis and project management support to a Global Implementation Team at the heart of a progressive company at the forefront of maritime, aviation, government and enterprise communications operating in over 80 countries with more than 40 offices worldwide.

This is a pivotal position with multiple and varied responsibilities. As changes to new and evolved services come through, including adaptions and end-of-life indicators, you will be required to proactively review operational impact on global customer operations and support. You will provide guidance and insight into process and system development implications, producing business case requirements allowing for, amongst other things, mitigation of risk and benefit realisation.

Given the high worth client set that orbits our client, an awareness of the operational and commercial aspects of customer operations and their implementation within a telecoms/high technology setting will assist as you work with and knit together key stakeholders across a matrix organisation. As you will be responding to, delegating and driving the progress of multiple projects, large and small, you will need to ensure all business owning teams - product developers, customer support and service delivery, training etc - are "singing from the same hymn sheet".

Character is everything! You must be someone who can make things happen, working effectively to ensure requirements are delivered to meet important deadlines whilst managing multiple priorities in a proactive, resilient and energetic manner. A flexible approach, together with the skills and personality to build positive relationships within the Global Implementation Team and across all functions of the business, are essential to being successful in this role. You will be supported by a charismatic Head of Implementation and two established, upbeat project managers, which makes for a likeable working environment!

Responsibilities

  • Engage in the early stages of development of a new service with the product and development teams to advise on supportability and scalability of the service being developed.
  • Delivery of successful new service introductions through a gated process, making sure all attributes, such as training, documentation, process design, tools and systems etc are in place to enable the Customer Service and Service Delivery teams to provide, install and maintain support of the new service.
  • Execute end-of-life activities to maintain a clean house and make teams aware of alternative services that replace the end-of-life service.
  • Within all projects, be responsible for effective problem analysis, project design and delivery, task allocation, decision making or know when to escalate decision making activity, and full delivery of project requirements within allocated timeframes.

Essential

  • Proven track record working in a similar capacity, preferably within the telecoms industry.
  • Experience in business analysis, project management using Prince II methodologies (or similar) and process (ideally Six Sigma).
  • Familiarity managing a complex portfolio of technologically driven products and services from project initiation through to delivery.
  • Ability to analyse and translate impact of service implementation projects, and engage with stakeholders to set expectations and realistic timelines.
  • Objective, rational and multidisciplinary thinking, ability to provide candid feedback.
  • A willingness to be self-critical and learn from mistakes, proactive.
  • Team player with good interpersonal and communication skills, social and outgoing.

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