Managing 2nd Line and 3rd Line teams with the responsibility of monitoring and maintaining an increasing number of applications that support the provisioning of new customers and the mediation of call data records. This includes driving continuous improvement of existing platforms through the business and IT development. Ensuring that the correct performance monitoring is in place to resolve application issues before they have an adverse impact on the customer experience, revenue or business reporting. Implementation of organizational change to support improvement to skills and knowledge transfer that will bring stability to the department when managing change and performance including the planning and scheduling of workload.

The role was to manage the NTL national provisioning department whilst the existing manager was on maternity leave. The Service Delivery team of 80 people managed order entry; data fill for voice services, DIA, Ethernet P2P and billing. The current department had amalgamated from the integration several regional provisioning departments. I had to manage the integration with a fine time scale to ensure that current levels of performance was maintained, plus recruit and train additional resource to deal with the additional workload. Key responsibilities also included performance management, system integration, and development of model office concept to improve processes and training.

The position was a dual role of leading a team focused on serving the Service Delivery function for UK and Europe and managing the Optical Service Activation for the European and Sub-Sea networks.

The primary function was to lead a team to integrate the UK organization, including Optical, Voice and Managed Services into the Global Service Delivery model, with the emphasis on reduced cycle times and increased cost savings.

Ensured the upkeep of well-communicated Change Control policies with the Operations Centre and Network Engineering to enhance network availability performance.

Created and sustained effective business continuity by achieving a quality service to the customers within the guidelines provided by the SLA’s. This included performance and cost base analysis.

Ensured that all relevant support tools, systems and information (including procedures and policy documents) are well maintained and review regularly to seek improvement.
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Represented the Global Service Delivery leadership team at European Leadership meetings and interfaced with suppliers, customers and inter-departmental teams to ensure that the Service Delivery strategy was implemented from a regional perspective.

Developed the Service Delivery team interfaces at a European level whist meeting all the necessary safety and security requirements.

Established a 24 x 7 global circuit provisioning operation and developed training plan to maximise system expertise across each shift pattern.

Produced and implemented of interface agreements to ensure that the provisioning process developed succeeded in acquiring the agreed provisioning intervals.

Represented the Provisioning team in all pre-project discussions, to ensure that the delivery of the project could be completed within the required timescales. This including reviewing the existing demands of the daily workload, checking that the required infrastructure and capacity was available, and where necessary instigate a plan to resolve any issues.

Maintained the effectiveness of the provisioning team, and met the required targets whist sustaining quality. Ensured that the team could react to the unexpected, and maintain a high level of skill for continuity and personal development to maintain a high standard of provisioning levels through a 24hr shift.

Project Managed the provisioning of Customer services and networks, which involved liaison with Customers, Account Managers, to ensure the Customer requirements were met to their satisfaction and agreed time-scales.

Provided pre-sales Technical Support to Account managers to ensure that the Customers requirements could be met within the Companies product portfolio.

Managed multiple Customer Projects concurrently, working under pressure, ensuring that the service was provided cost effectively, utilising Prince 2 Prince 2 practices and Microsoft Project.

Project Management responsibilities for many major customers: Bank of Scotland, Scottish Parliament, Scottish Executive, Geoconference, University of Newcastle, NATS, Scottish Amicable. Plus internally I also had responsibility for providing the services for The Call Centre Information Services.

Managed the Company’s Telecom’s network

Outside Broadcast engineer providing circuits for Radio and TV.
Maintained Optical Fibre Line Systems, Radio and Wideband services.
Circuit provision of both analogue and digital Private Circuits
Team leader to Transmission Provisioning and Maintenance engineers.
Introduced QMS practices to all aspects of workloads within team.
Involved Virtual team looking at productivity of Work management system.

Measured the Quality service in Telephone Exchanges
Developed understanding and familiarity of data security and validity

Maintenance engineer dealing with Telephone Exchanges and PABX