Service Delivery Team Leader

Location
London

Specialism
Coordination

Department
Service Delivery

Purpose of job
Supporting the SD Manager to lead and manage the Service Delivery Team. Supervise the work flow of the team, taking responsibility for the day to day workflow of the team, the provisioning of all new and existing clients’ orders, 2nd line query resolution and case management, in accordance with the business lead-times and SLA’s. Be the 1st line of support for the team on all work and performance issues, providing support and training to the team, to deliver the business KPI’s and enable us to best enhance the clients experience. Whilst still maintaining and delivering against your own work load and acting as the 2nd line escalation point for the team, client or supplier issues.

Key competencies

• Performance/Service/KPI’s
• Staff Development
• Management Behaviours & communication
• Time Management
• Resourcing & Planning

Main responsibilities

Service Delivery Responsibilities

• Processing of Clients Orders for new and existing clients in an efficient and accurate manner and in accordance with Company SLA’s. Ensuring proactive and effective communication with the client on the status of the order throughout.
• Maintain accurate records of client contact, requests and additional business through AN Systems (i.e. Pivotal, Cyclone) for all Orders and Cases.
• Provide 2nd line and higher level support on the resolution of provisioning and billing related helpdesk cases and disputes through the case management system, in accordance with SLA’s.
• Deliver first class response to all clients in accordance with team processes and SLA’s. Liaising with internal departments as necessary to support the clients needs.
• Ensure support and information provided should reflect the highest degree of integrity/accuracy coupled with an awareness of both supplier’s revisions/enhancements and the solutions.
• Maintain quality and consistency of personal work load, incorporating accuracy of information in Pivotal.
  

Team Management

• Manage the day to day provisioning workflow of all new and existing clients’ orders in relation to the authorised lead-times and SLA’s.
• Support and guide the team in resolving any problematic orders, offering escalation and guidance where necessary. Ensure the team deliver a first class proactive and regular client contact throughout the provisioning process, liaising with internal departments as necessary.
• Ensure the team process and/or resolve all cases and queries assigned to SD to agreed SLA’s, following business processes.
• Ensure the team maintain a high level of quality and consistency of work; in all appropriate systems such as Affinity & Pivotal.
• Take ownership and act as an escalation point for team, client, internal departments and supplier issues.
• Delivering team coaching and training to ensure sufficient product and process knowledge and continued improvement of soft skills
• Drive a culture and environment which has the Customer Experience at its core.
• Provide day to day team motivation, to ensure team moral, focus and performance are at optimum levels throughout
• Manage the training plan for new starters, ensuring introduction to the team, training schedule and monthly training reviews and prepare probation review to be conducted with manager.
• Performance reviews – Taking responsibility (with support from SD Manager) on:
  o Monthly 121 meetings with individuals reviewing performance against KPI’s
  o Conducting monthly team meetings
  o Indentify and provide hands on or LDA training as required
• Work with SD Manager to manage poor performance and staff development.
• Assist the SD Manager with staff recruitment.
• Working with the SD Manager to produce the weekly and monthly reporting on the team activity, performance against SLA’s and KPI’s.
• Provide cover for SD Manager in all areas as necessary.
• Other ad hoc related tasks and projects as required.

External Client & Suppliers

• Working with the Team Manager to Improve and maintain Supplier relationships
• Liaison with all relevant Suppliers, BT, C&W, O2, Voda, Opal etc
• Working with the Team Manager on resolution and support information provided to client:
  o Reflecting the highest degree of technical integrity and accuracy
  o Awareness of both manufacturers’ technical revisions/enhancements and the technical solutions offered by Alternative Networks
• Customer escalations and interdepartmental liaison over internal and external issues

Internal Liaison (Processes & Improvements)

• Make recommendations to the Team Manager for improvements to the methods of working and ensure continuous service and quality improvement
• Ensure data inputs on CRM system are accurate i.e. Pivotal
• Document and maintain teams processes in SharePoint
• Report back to the Team Manager on any major networking faults or escalations
• Proactive identification of ongoing preventative maintenance activities
  

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