MMC - Technical Delivery Advisor

Job Description

Why this job matters 

As the role holder, you will manage a Service Desk/Workloads to ensure delivery against associated product service level agreements (SLAs). This includes detailed analysis of customer requirements, taking ownership to ensure effective solutions for service delivery are in place. The necessity for right-first-time delivery and delighting our customers is simply what we do.
The role holder will ensure delivery of service to large internal and external customers, managing expectations professionally and ensuring all statutory and regulatory requirements are met as the norm. You will have the skills and experience associated with processes, products, and systems essential to progress customer orders and Small Cell maintenance in a quality and professional manner.
The Advisor will adhere to commercial and regulatory parameters within our processes, ensuring successful progression of orders and faults to meet the customer delivery date. The role holder will take full end-to-end ownership and be able to respond with solutions to complex queries both internally and externally originated.
The role holder will manage day-to-day relationships with their manager, team members, customers, and suppliers, providing a professional interface at all times.

What you'll be doing 

• Work with the field teams, as well as various products in the Mobile estate. This involves being deeply engaged in the fault-finding and resolution journey, managing product faults, analysing performance, liaising with suppliers and addressing any issues that arise to ensure the service remains consistently operational. This will require producing reports, presenting to stakeholders and senior managers.
• Work on Mobile technical projects and operational support tasks to provide products and/or a service. 
• Attend customer delivery meetings, have professional interpersonal skills, and be able to use a variance of multi-media applications for presentation. 
• Have excellent IT skills, including knowledge and experience of a broad range of applications and packages such as Word, Excel, PowerPoint, Teams, and the Office 365 suite. The role holder will also be highly proficient on a range of service delivery systems such as OCS, One Siebel, ECO X, Sitetracker, Remedy, MEAS, SFS and others appropriate to products.
• Understanding the end-to-end process for providing a customer’s requested service and actively contributing to making it better for the customer and the business is essential. This will be achieved by adopting the job standards below, plus an excellent understanding of the associated competition rules. T
• Understand and participate in achieving the team objectives/goals and how the business evolves through the practice of CI.

Skills and Experience

Skills required for the job

• Understand what the customer really wants from BT (not just your own part in delivering service)
• Understand how your work fits into delivering service, and which teams are responsible for what; From start to finish of an order
• Communicate in ways that customers understand, knowing the responsibility you have in giving a great service to our customers
• You take on customer problems and try to fix them rather than only completing the task in hand

Making Processes more Efficient

• You take an active role in developing and implementing change
• You understand the different types of waste there are in the process and how they affect our business and customers
• You work out where the waste is in your processes, what's causing it and you work to remove waste and fix problems
• You work with everyone else both inside and outside your team to help improve how we deliver service
• You make sure you and your colleagues know when to ask for any help - and where to find it

Managing our Performance

• You follow the correct working, booking, security and safety practices as detailed in job descriptions, process documentation and instructions
• You understand your role, your targets, and what you must do to hit the objectives of the team
• You are delivering to the required level of productivity for the team

Having the Right Mindset

• You ensure interactions with customers and colleagues are respectful and courteous and represent BT in a professional way
• You are self-motivated (i.e. you do not need to be told to do something)
• You coach your team mates to help them improve what they do, and you share what you know about the best way of doing things
• You ask for feedback so you can perform better yourself and respond to all feedback constructively and with appropriate action 
  
  

Experience you will need to do the job

• Advanced Knowledge of Telecom Networks i.e. familiar with 4G and 5G technologies (Mandatory)
• Knowledge of Vendors, Nokia , Huawei , Cisco
• Basic knowledge of Qlick and Tableau
• Basics python Skill set (Mandatory)
• Be able to work excel to an advance Level (Mandatory)
• You take ownership for learning new things (Mandatory)