Technical Service Manager (CPE)

We’re TalkTalk, a challenger brand in the world of Broadband, Phone, Mobile and TV. Our job is to bring the best value connectivity, to everyone. We believe every customer matters, so we offer products and services that are simple, affordable, reliable and fair.

We’ve created a working environment where you can be yourself and give your all. You’ll be called on to out-think the competition and work closely with your colleagues to come up with new ideas, and deliver great results for our customers. This is your chance to make a difference, and great performance will take you far. It won’t always be easy, but it’s always exciting and it promises great opportunities for you, and our business, especially if you’re ready to stand for something.

Technical Service Manager

For our larger, more valuable and complex Enterprise partners and customers, there is a requirement for a higher level of technical assessment and consultancy. We are currently looking for two Technical Service Managers to join our team. Ultimately, one of the two successful candidates is required to have a very strong technical background and excellent partnership skills in order to advise and consult our Enterprise Customer base.

As a Technical Service Manager, you'll tactically review and oversee TalkTalk Business large-scale network change & incident management with priority towards Enterprise Partners & Customers. You will provide solutions and support in the context of the above, as well as provide impact and data analysis required by the business. This is a great opportunity for someone with very strong technical knowledge and excellent client relationship skills. Within this role, you will have the opportunity to get involved in major projects in a Tier 1 Telco company.

Responsibilities

 
• Serve as a consultant and advisor to our Enterprise Customer base.
• Add value by reducing OPEX costs - improving processes and technical fit operationally between TalkTalk and its large resellers.
• Identify, document, quantify and communicate impact & risk to the Enterprise base.
• Attend Change Approve Forum / Boards Representing TalkTalk Business and its Customers.
• Collaborate with Network Change Management Teams on Network change projects
• Run and maintain complex & technical mediation over the Change Management output
• Maintain, run & develop a CMDB for our Enterprise partners & customers
• Understand, in conjunction with the Partner/Customer, the business-critical services.
• As required, work with the Change Management Team and the Enterprise Service Managers to realise an approach to drive continuous improvement.
• Provide support regarding change escalations from a Service Management perspective.
• Assist specific projects as requested by the Director/Head of EG Service Management.
• Review all Planned Network changes and planned maintenance.

Must have:

• Driving License + Car (we will cover travel costs to our clients)

• Extensive experience in working in the Telco/ISP industry 

• Network services knowledge

• CCNA level or above  knowledge

• Advanced Excel Skills and solid analytical & numerical skills.

• Customer-focused and experienced in working with high-value partners and customers.

• Able to interact and influence at the highest levels

• Strong collaborator with positive can-do attitude

• Ability to work in a complex and challenging environment

• Assurance/technical experience/knowledge

Great to have

• Change Management experience

• CCNA qualified

• ITIL Qualified

• Experience of escalation handling

If this role sounds interesting to you please apply today!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.