Technical Team Manager

What you'll be doing

• Leads Contact Centre and IP Voice Design team (15+ highly skilled Contact Centre and IP Voice Design Professionals) to deliver outcome based work packages using valid design delivery processes. 
• Responsible for governance and quality gates of the complex Contact Centre and IP Voice design delivery such as milestones, resources, deliverables in accordance with the Design operating model ensuring time, cost and quality expectations are met. 
• Accountable for fulfilling resource requests through resourcing plans. 
• Recognises and actively manages technical and commercial risks for a major customer (covering all solutions and lifecycle phases) or technology area (across all customers and lifecycle phases). Proactively manages internal and external stakeholders. 
• Accountable for team growth through career progression framework. 
• Manages attrition, Performance Management, Career Development, Well Being and Engagement of the team. 
• Deals with external customer escalations in Contact Centre design delivery related topics. 
• Responsible for identifying and capturing business growth opportunities with the team. 
• Puts the customer first, promoting the breadth of services. Looks to fully understand the customers’ needs and align relevant solutions. 
• Continuous improver - questioning current processes, initiating improvements. Trying new approaches or ideas, seeking to understand the benefits and opportunities that they offer. 
• Active learner - quick to learn from experience and mistakes, readily applying new knowledge to the next challenge. Accepting feedback and developing self-awareness. 
• Team player - navigating relationships openly and honestly. Sharing knowledge and information to directly benefit or support others. 

Why choose our team

• Be part of a highly skilled team with extensive knowledge in the industry and opportunities for a global carrier path. 
• Opportunity to deliver best is class service for large multinational companies with hundreds of sites across the Globe. 
• Hard and soft skill learning opportunities to continuously develop your skills. 
• Home office is available in this role. 
• Competitive benefit package 

This role will suit you if you have the following skills

Soft skills

• Ability to meet the customers’ needs in line with the business requirements. 
• Ability to explain and present difficult technical concepts on high level to a variety of audience special focus on senior management. 
• Ability to lead a team of Contact Centre and IP Voice design professionals and take active part in their professional development and personal growth.  
• Ability to lead people within a local team and influence other teams in the broader organization. Proactively providing feedback without request and actively coaching those within their team. Is an active mentor. 
• Focusing on the objectives and the required outcomes of the processes while delivering a service. 
• Working with a cooperative and positive attitude in a group setting to achieve common goals. 
• Ability to build strong and reliable relationship with external customers (special focus on senior management level). Act as trusted partner or advisor for key stakeholders and decision makers of internal and external customers. 
• Have excellent Customer facing and communication skills, as you will be working directly with external BT customers and partners. 

Professional skills

• At least 10 years of experience in ICT business 
• AT least 5 years of experience in People Management role leading technical professionals in ICT industry. 
• Analytical thinking and designer mindset  
• Ability to interpret Customer needs, assess the full requirements, identify solutions to standard and non-standard requirements. 
• Experience on pre-sales activities. 
• Experience in creating high quality technical designs, Customer facing proposals and detailed cost models. 
• Good commercial acumen and knowledge of commercial & financial processes. 
• Experience in leading technical teams in a global environment. 
• Contact Centre system accreditation/knowledge (Cisco Contact Centre, Genesys, Avaya, MS Teams, Cisco UC etc.) at professional/expert level. 

Language skills

• English on a fluent level 
• Any European language (e.g.: French, German) on a conversational level is an advantage 

Additional allowances and benefits 

• Bonus
• Company car or car allowance
• Health Insurance
• Cafeteria
• Smart working allowance