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Job description

Colt is the New Standard in high bandwidth network and voice services for enterprises and wholesale customers in Europe, Asia and North America's largest business hubs. With a global reach but a deep local presence, Colt is big enough to deliver and small enough to care.

Implementation Manager

Role title:

Implementation Manager, Service Delivery

COLT Level:

PT1

Function:

Reports to:

Martyn Johnston

Location:

London Offices

Role purpose

  • End to end ownership of orders in the Service Delivery pipeline, providing a superior customer experience through pro-active communication, order tracking, and jeopardy management
  • Build close relationships with key stakeholders within Colt & customer organisation
  • Liaise with Sales and Sales Engineering to understand what is to be delivered, and how it will be implemented in Colt systems


Key accountabilities

  • Leads smaller projects and contributes as part of a work stream for larger projects


  • Acts as leader for ‘virtual’ teams across SD, driving the timely completion of planning & build related activities in order to accelerate timelines, and meet bespoke customer requirements


  • Keeps internal & external stakeholders fully up to date on implementation timescales and risks


  • Schedules and allocates work for engineers and collates feedback post-installation
  • Lead migration planning on customer projects


  • Support the bid / on-boarding phase


  • Customer updates, reports & face to face meetings


  • Ensure Colt standards and quality are maintained at all times


Key performance indicators (financial and non-financial)

Customer: We deliver an exceptional customerexperience every time.

  • Understands what ‘service’ must be provided to customers and delivers this flawlessly
  • Follows through on customer enquiries, requests or complaints – making sure that the customer has received a response even if not responding in person
  • Identifies all available customer service/performance data and takes appropriate action to resolve issues
  • Proactively reviews personal workload to ensure that duties which impact a customer’s experience are prioritised – discusses issues with manager and agrees how to resolve


Ownership: We take ownership of our actions and our company’s commitments

  • Keeps all promises they make, always delivering to agreed deadlines
  • Hands over work that is complete, accurate and of high quality, to ensure that no re-work or questioning is required, minimising disruptions in our ability to deliver
  • Drives action to improve the way they work and the outcomes they deliver, working with their manager and colleagues to resolve issues/make change - always retaining responsibility for seeing tasks through to resolution
  • Demonstrates initiative by taking on tasks/activities that benefit the customer, business or team, without being prompted or seeking permission


Leadership: We demonstrate leadership, always striving to be the best at whatever we do

  • Drives own personal development to gain the right skills and experience to be able to perform their job to the highest standard
  • Models honesty, openness, integrity and ethical behaviour
  • Regularly requests feedback on individual and team performance – using this feedback to drive personal / team development through personal coaching and team guidance
  • Continually identifies areas where they can add value to the business , raising these suggestions with their manager and implementing agreed actions


Teamwork: We put teamwork at the heart of our business, working with others to achieve success

  • Punctual and prepared for meetings, contributing opinions, ideas and questions to improve the outcome of the meeting
  • Develops and uses methods to share information on their role with others within their team, ensuring that everyone understands how to work together
  • Shares responsibility and provides support when necessary
  • Gets to know team members personally (regardless of where they work) and uses knowledge of others to build a higher performing team
  • Attempts to resolve conflict within the team and subsequently improve overall performance
  • Praises and recognises the efforts of others publically, with the intention of motivating individuals to continuously improve


Role specific requirements

Skills /

Qualifications

  • Impressive communication skills are mandatory (written and verbal)


  • High level of attention to detail is imperative


  • Sufficient technical knowledge to communicate with, and coordinate field, planning and configuration teams with confidence


  • Methodical and highly organised with the ability to prioritise


  • Prince 2 / ITIL desirable


  • Experience in delivering global network services


  • Experience managing large solutions in Data Centre environments


Experience

  • Proven experience working with customers in a business to business environment is essential


  • Direct service delivery/order management experience within the Telco/Technology Services industry


  • Proven experience and understanding of Service Delivery


  • Experience of placing orders with, and managing suppliers desirable


  • Managed Telco / Network services coordination / IT Project Coordination


  • Experience of managing customer migrations .


Document control

Version/Data

Reason for change

Author

Reviewer

Authoriser

Original

Rev1

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:
  • Flexible working and relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • Flexible benefits scheme
  • Access to a virtual business school for on-going learning
  • Business mentoring

We strongly encourage candidates of all different backgrounds and identities to apply. We are committed to making Colt an inclusive and supportive workplace

Job Segment: Implementation Manager, Manager, Data Center, Document Control, Technology, Management, Administrative
Job Sector
Customer Service
Job Position
Customer Service Manager
City/Town
London
Address
London, UK Show on map
Post date
Closing date

How would you fit?

Learn more about Colt

Be unique. Be authentic. However you prefer to say it, we really mean it. Our culture embraces people’s diverse perspectives and creates a positive environment where everyone belongs. We’re determined to build a better, more connected world for everyone.

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