Service Delivery Manager

BT (www.bt.com) is a leading global provider of business-driven information technology consulting and software solutions. For more than a decade, we've been helping organizations effectively use technology to achieve strategic business goals. Our unique solution portfolio enables our customers to reduce costs, increase flexibility, strengthen security, ensure compliance and improve efficiency. The Company's principal activities include networked information technology (IT) services, local, national and international telecommunications services.Position: Service Delivery Manager Responsibilities  Supervise voice support analysts in their basic functions of MACs, problem resolution, projects and customer response.   Provide consultancy and advice to first line voice operations, platform teams, service centers, customers and service providers as appropriate.   Undertake activity designed to reduce fault volume and reactive activities (in order to reduce costs, improve customer satisfaction, and prevent customer dissatisfaction) by analyzing trend and black-spot data, and taking pre-emptive and preventative actions to resolve issues before service is affected.   May have responsibility for support contracts, e.g. managing the supplier base to ensure delivery against contractual and commercial commitments, manage the ”in-life” contract supplier performance, working with technical experts to define contractual performance requirements, maximize business benefits through commercial/performance framework, working with colleagues across the business to define the strategic direction for supplier support.   Support the evaluation, introduction, impact and implementation of new products, services, support systems or processes for the delivery of voice services to customers.   Provide technical expertise, support and consultancy on voice system upgrades and larger more complex projects that impact the requirements of the voice network. Liaise with internal departments to ensure new products can be developed and supported.   Resolve high level (technical) faults on the voice network and liaise with technical solutions teams in the vendor community, act as an internal expert and point of escalation.   Interface with, and escalate to internal and external support organizations to ensure timely voice/data problem response and resolution. Provide status to customers and service relationship managers on major voice/data incidents.   Maintain up-to-date documentation for processes, diagrams and inventory for voice systems and ensure the relevant support teams have access to them.   Ensure SLA compliance on all incidents relating to voice/data ticket opening, updates and closure.   Facilitate and maintain on-going voice team member development program. Qualifications -  Bachelor’s degree or equivalent work experience.  -  Supervisory experience in a direct contact, customer support problem solving environment.  -  Substantial customer support experience.  -  Working knowledge of Nortel voice systems (PBX - Option 11C-some Option 21, Option 61, Option 81, and MICS; Voicemail - Nortel CallPilot). Cisco IPT a big plus (. Rolm a plus. -  Basic understanding/awareness of LAN/WAN networking. -  Ability to manage a fast paced, multi-tasking, team environment.  -  Ability to manage and prioritize multiple projects/incidents.  -  Excellent oral and written communications skills (Multi-lingual a plus). See Job Description