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Unified Communications Service Delivery Coordinator

Job id:  15150
Job location: 

Barcelona, B, ES, 8940

Introduction

Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

 

Role Purpose

As part of Colt's Service Selivery Team, the Coordinator is responsible for driving the implementation stage of Colt's customer orders across Europe, with focus on Unified Communications solutions offered under Colt's portfolio. Involves coordinating between customer, internal teams and partners to ensure UC services are delivered to customers within expected time and quality criteria.

 

The role requires a person with the technical background knowledge (IP Telephony, SIP Trunking, Networking, etc.), as well as good leadership and communication abilities in order to coordinate all aspects of the solution and interact with all relevant stakeholders (customer technicians, partners and Colt’s technical teams).

 

Key Accountabilities

  • Reception and validation of orders into Delivery pipeline. Works with Sales Teams to ensure an order is deliverable in accordance with agreed timelines, costs and technical requirements.
  • Main customer contact during delivery stage of a service . Keeps customers informed of order status, resolves their Service Delivery queries and gathers low level technical details required for provisioning of the service.
  • Order Owner. Coordinates between customer, internal teams and partners to ensure the service is delivered correctly. Leads the teams with resolution of issues, testing, troubleshooting and escalation management. Ensures communication flows efficiently throughout the different parties involved in the delivery.
  • Performs configuration tasks on Colt’s platforms, and coordinates with technicians in other areas to perform testing and joint troubleshooting as required.
  • Manages relationship with external partners involved in the delivery of UC solutions, ordering their services and managing their resources during implementation accordingly.
  • Provides product training and professional services to customers (remotely and/or on-site).
  • Is responsible for successful order completion. Ensures the service is delivered correctly and hands it over to customer and internal support teamss along with all required technical documentation. 
  • Becomes a Product expert, supporting higher level functions within Colt. Collaborates with management and other teams to support complex customer deals, projects and proactively contributes to product improvement plans.

 

What you will need to succeed

 

Must-have:

  • Experience in a customer facing role and technically complex environment.
  • Technical understanding in IP/VoIP technologies and is familiar with the main players, vendors and technologies (TCP/IP, SIP Trunking, Microsoft, Avaya, Asterisk, Cisco, etc.).
  • Able to work in a changing and challenging environment, manages pressure well and responds proactively.
  • Excellent leadership and communication skills, preferably has previous experience with coordination of multiple technical teams.
  • Strong team player, supports the team sharing knowledge, best practices and collaborating as required.
  • Proficient English + second European language.
  • Occasional travel may be required.

 

Not Mandatory but valued:

  • Previous experience as an IP and/or Voice technician, Project Manager or similar role.
  • PM experience and/or qualifications (PRINCE2, PMP, Agile).

 

What we offer

Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location. The company supports diversity and inclusion in the workplace and has signed Diversity Charter.

In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.

Some benefit examples are:

  • Relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • 39 hours working week and additional days off as per Colt own collective bargaining agreement
  • Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
  • Lunch vouchers or childcare vouchers
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • International environment with employees from more than 35 different nationalities


Job Segment: Telecom, Telecommunications, Data Center, Consulting, Cisco, Technology, Service

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