Posted: Posted 13 days ago

Delivery Operations Manager - Projects Specialist

Salford Quays, Manchester

The role of the Enterprise Projects Operations Manager is to deliver bespoke and complex solutions over Ethernet circuits for Enterprise Project Customers.

The role also covers Delivery & Service improvements to increase output whilst creating efficiencies and reducing operational costs.

You'll be responsible for delivering business critical Ethernet and fibre connectivity to these channels in line with business and customer KPIs. You will be accountable for the E2E delivery of these services, which realise £100M of annual revenues into TTB Direct and over £400m into TalkTalk Business.

You will be accountable for the customer experience, and relationship management related to the delivery life cycle, up to and including director level within TTBD and the external customer organisations.

You'll also accountable for the supplier management of our Project Managed partner and you will be responsible for ensuring the Provisioning, Invoicing, 3rd party solution management, cost reductions as well as delivering all projects on time and within budget.

You'll lead, motivate and manage teams of up to 10+ delivery co-ordinators to ensure performance is at the optimum level, defining and shaping quality metrics/KPIs.

You'll enjoy being the customer champion on change activities, clearly articulating what the customer needs in new products and services, and what you need to enable a great customer experience.

How will I add value in this role?

  • You'll be fully responsible for supporting the design and the delivery of bespoke & complex solutions to ensure they can be successfully implemented into the provisioning journeys

  • You'll manage 3rd party suppliers, as necessary including, Bio, Comms Care, Openreach and working with them to design and deliver non-standard requests that are tailored to individual Enterprise Customers requirements.

  • You'll be accountable for the E2E delivery of Ethernet and fibre services across your allocated customer base.

  • You'll provide valuable input into the TalkTalk Business Direct strategy, budget, and growth model at all levels up to the Senior Leadership Team. (Director Level)

  • Accountable for the customer experience across your allocated customer base. You will be expected to define the customer experience measurement and realise action plans to address problem areas and make improvements.

  • You'll build relationships with your key customers, from provisioning manager to director level within TalkTalk Business Direct, outsource partners and the customer organisations.

  • You'll define the right performance metrics/KPI’s across the outsource partners and suppliers to ensure maximum output and commercial benefits.

  • You'll ensure the operating model can meet business and customer demands, and suggest, develop, and deliver alternative solutions to meet that demand and to streamline ways of working to suit our customers requirements.

  • You'll drive the performance of other teams in across the business that affect the delivery life cycle.

  • You'll be accountable for weekly/monthly reporting into your line manager and in the weekly trading & business meetings at team manager level up to Director Level.

  • You'll act as a key influencer and decision maker for Change Management for anything that impacts the Operations Provisioning teams.

What do I need in order to deliver in this role?

  • You'll have considerable Telco experience and in-depth knowledge of Ethernet Project Deliveries

  • You'll be able to demonstrate your knowledge and experience of managing internal and external suppliers and customers.

  • You'll be a leader and motivator of people with previous experience managing Operational/project teams

  • In depth knowledge and experience of creation of KPIs that drive agent performance and customer experience.

  • The ability to shape and inform end-to-end delivery model

  • Great stakeholder management at senior levels - internal & external

And it will also be great if you have:

  • In-depth knowledge of the provisioning life cycle across multiple access types

  • Extensive knowledge of Talk Talk products

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.

Does this job look right for you? Want to work your way?

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