Team Manager
il y a 2 semaines
Our business customers always come first within our B2B Delivery organization. Once through the Sales process, our teams start with a signed order form and build the products and services piece by piece to offer the customer the requested service they have chosen. Within this Order-to-Bill process, we and our Delivery department are organized into 3 departments/activities: Administration, Coordination and Enablement Office. For the Enablement Office (supporting processes and tools) we are looking for a Team Manager.
The Enablement Office Team consists of 3 main activities: an Operational Readiness Team (ORE), an Access Management Team and a Customer Programs (migrations) Team.
Are you a true people leader and do you value the customer? Do you know most of the products, systems and processes of Telenet Business? Do you like a lot of variety and do you not shy away from a challenge? Then you are the Team Manager we are looking for.
Duties
- You are responsible for the Operational Readiness team. You review, analyze and distribute with the team the assignments necessary for the proper functioning of the Delivery Teams. This for both the initiatives of the Solutions Houses and/or BEAT-tribe, as well as own initiatives that are needed to monitor the proper functioning within Delivery.
- You will be responsible for the Access Management Team consisting of the Coax Support Team and the Line Orders Team. You will look with the teams at the most optimal operation and build bridges with Sales, the TIO organization, the Fusion teams and the NetCo.
- You will be responsible for the Customer Programs Team. This migration team has an annual roadmap and Capex budget that needs to be closely monitored. You determine the intake of the new migration projects, you participate in the different Business Cases and the overall budget exercise and ensure proper sizing of the team.
- You translate the overall Telenet Business strategy into a clear plan for your teams.
Support all team members on a process, administrative and technical level by regularly organizing one-on-one meetings and leading meetings.
- Responsible for the training plan of new and existing employees.
- Identify, assign and/or financially secure team priorities and/or projects.
- Define group and individual goals, take responsibility for team SLAs and KPIs and adjust as needed. Service levels, lead times and WIP are very important.
- Establish and lead various departmental projects; challenge "as is", formulate "to be" proposals and help install by adjusting procedures, processes and systems to work with your teams and Team Leads to monitor and improve service quality and efficiency.
- Establish operational agreements with support departments. This will focus on working particularly closely with all SME/LE channels.
- Responsible for departmental reporting. Hereby you analyze and interpret the trend and take necessary actions for adjustment. You report proactively and regularly present structural issues as well as their impact (both team and customer impact).
- Manage, understand, control and question costs as a function of improved productivity and profitability by turning areas of concern into action plans. Make necessary decisions and or trade-offs in consultation with stakeholders. Encourage smart and efficient use of resources and ensure that the right people are deployed.
Internal and external contacts - hierarchical position.
Has close contact within SME LE with the other departments such as the Service Center, Billing & Collections, Sales, BEAT Tribe, Solutions Houses, TIO, Service Management as well as customers and partners such as Unit-T and others.
Directly manages 3 Team Leads, 2 Project Managers and 4 Specialists.
Reports to the Team Manager SME LE Delivery and is part of the Delivery Sr Staff.
Profile
Education and experience level
University degree or equivalent by experience.
At least 5 years of experience in a managerial position. If you have already managed executives, that is definitely an asset.
Stress resistant; able to set (changing) priorities and act on them (or have them acted upon).
Empathic and driven people manager; you have a true "can do" mentality and you are able to unite a team and get behind a common goal. You have the right level of sensitivity in working with people facing change and guide them in understanding and implementing the vision you communicate.
You are driven by managing and improving processes.
Strong in coaching people leaders and focusing on employee development and well-being.
Extremely customer and solution oriented. You are creative and can easily think out-of-the-box.
Smooth personality & good communicator.
Good knowledge of telecom and ICT in the professional market.
Team player and -changer
Analytical and positive driven personality.
Have financial feel for budgets, business cases and optimal cost allocation.
Good written and spoken knowledge of Dutch, French and English
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