Senior Delivery Manager - Operational Telephony

Job Description

Your new roleAs the Service Delivery Manager - Operational Telephony you will be responsible for setting the direction and leading the delivery of the operational telephony services, ensuring support of existing and emerging information and communications technology(ICT) services, including providing technical advice to project teams. You will also be responsible for service management across platforms, solutions and services to ensure service resilience and availability, performance reporting and process maturity acrossthis landscape.What youll be leading on

• Act as Project Sponsor for the Managed PBX Service contract, the Voice Continuity Service contract, Outstation telephony services and the Ncorts operational telephony consultancy work package,
• Liaise with the supplier, end users and NH Service Management to manage requests for Moves, Adds and Changes for operational telephone equipment at the ROCs, Hindhead Tunnel, Outstations, Coleshill and Dartford RC.1 Authorise and document configurationchanges. Consult Service Design team as appropriate;
• Act as the primary Interface point for current (and any future) Operational Telephony suppliers:-

• Atkins System Managers,
• Arcadis Telecoms Consultants,
• Capita Service Manager & Capita Help Desk,
• Public Sector Account Manager, BT Global Services & Virgin Media
• Telent (for the NRTS 2 network and inter-room cabling at Coleshill).

• Lead investigative work into problems and opportunities in existing services and processes, driving the collection of information and creation of recommendations for improvements. Can absorb large amounts of conflicting information and use it to producesolutions. Takes accountability of issues that occur and is proactive in searching for potential problems. Achieves excellent user outcomes
• Able to define strategies and policies, providing guidance to others on working in the strategic context. Evaluates current operational telephony solutions and their interfaces to ensure business requirements are being met and exceeded where possible. Utilisesprediction methodologies to derive and maintain a holistic view of key trends and across multiple processes
• Gives direction on which equipment and methods to use. Is experienced in meeting the needs of users. Able to bring insight and expertise in how user needs change over time to ensure these are met by the business. Applies strategic and tactical thinkingin how to provide the best telephony service for the end user. Manage any escalations from the service supplier(s).

To be successful

• Able to facilitate and coordinate discussions to prioritise incidents, investigating their causes and finding resolutions in partnership with the supplier(s).
• Take accountability of issues that occur and is proactive in searching for potential problems. Achieves excellent user outcomes and maintains a highly resilient service.
• Initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting telephony specialists where required. Determine the appropriate remedy in partnership with supplier(s) and assists with implementation of it as wellas preventative measures.
• Advanced change management and transformation experience.
• Able to visualise, articulate, solve complex telephony problems and concepts, and make disciplined decisions based on available information. Such skills include: demonstration of the ability to apply logical thinking, gathering and analysing informationusing comprehensive tools and techniques, the use of data to formulate both short term day-to-day and longer term strategic plans, and the ability to identify and analyse options and assess feasibility and operational impact. Ensures that the operational telephonysolution remains robust and aligns with the vision, mission, objectives, strategy, business and user needs and can identify and recognise a viable solution or control.
• Has an in-depth understanding of service management framework principles and processes (particularly in an operational and/or telephony environment) and the ability to apply the technical knowledge in project or programme activities. Has an in-depth understandingof ITIL principles and processes.

A bit about usThe Digital Services Directorate is a growing and vibrant team and there has never been a better time to join us as we go through our transformation programme. We are helping to transform the way National Highways operates by delivering digital, data andtechnology services from frontline to back office, in a modern and efficient way. Our vision is to develop integrated information and technology that empowers our colleagues and provides real time information to our customers, integration with intelligentvehicle and transport systems as they develop, to improve journey safety and reliability.