Telephony Service Lead

An exciting opportunity has arisen for a skilled and enthusiastic IT Service Manager with a Contact Centre Technology background to join Admiral’s Customer Engagement Tribe. This individual will be part of a Team who are key in shaping the future of Admiral’s customer contact capabilities.

Responsibilities include planning and implementation of IT Service Management processes, software, and tools to optimize IT service delivery. Conduct IT service quality assurance reviews with Vendor(s), monitor and analyse performance issues. Support IT governance and audit requirements. In addition to these day-to-day tasks, will be responsible for identifying training and educating needs related to supporting Contact Centre platforms. This might extend to ITSM requirements for our existing on-prem estate to delivery of our future (CCaaS) capability.

You will have a strong track record in production support of a Contact Centre/s, extending across on-prem and cloud-based platforms such as Verint, NICE, Avaya, Semafone. You will be familiar with Service Now (or equivalent) and a strong interest in Contact Centre as a Service.

Accountabilities:

1. Support leadership of service improvement plans for voice services, ensuring that there is ownership across the relevant areas within IT or immediate team.
2. Performance and Capacity Management; ensure that services meet expected performance levels and addresses current and future demands. Identify any changes that could affect capacity.
3. Supplier Management; foster strong Vendor relationships, create opportunities for collaboration and identifying ways to make improvements.
4. Change Management; ensure that risk assessments are conducted, that proper CAB authorisations are in place for implementing change and that changes are managed and tested effectively.
5. Service Monitoring; systematically observe services and components for change and ensure appropriate alerting for failure modes.
6. Incident Management mitigate the negative impact of disruptive incidents and identify ways of restoring normal service operation as quickly as possible. Play an active role in PIR’s and own actions to prevent incidents in the future.
7. Respond to production incidents as part of an escalation process. Assist in troubleshooting and resolve technical issues.

Key interactions:

• Role reports to Head of IT
• All 3^rd parties involved with voice services
• Multiple areas of IT
• Stakeholders to get feedback and provide updates on service issues

Knowledge and Experience required:

1. 2 years+ leading the management of voice services and voice services 3^rd parties.
2. Experience of voice services migration (moving vendors and/or applications).
3. Demonstrate leading high profile and complex incidents, dealing with multiple stakeholders both IT and business.
4. Demonstrate ability to materially improve the performance of a service and outcomes it drives within the businesss.
5. Strong problem-solving skills: The Service Manager should be able to troubleshoot and resolve technical issues.
6. Strong communication skills: Able to effectively communicate at the right level to different audiences – IT and business.
7. Experience of voice service technologies (e.g. Avaya, NICE, Verint, PSDN)
8. Experience with Google Dialogflow and Genesys Cloud nice to have.
9. Strong understanding of Contact Center business operations, customer service and business process management.

Interview Process

There will be a two stage interview process for this role. Interviews will take place throughout March and April. 

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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