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Job id:  15051
Job location: 

Madrid, M, ES, 28027



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.  

The Role Purpose

Ensuring a smooth delivery of a service to a customer during the Service Delivery cycle by pro-actively tracking the order and communicating with both Colt internal teams and Colt customers in order to satisfy our customers.


Key Accountabilities

  • Take full ownership of an order portfolio and ensure the delivery towards  customer satisfaction and clear defined KPI.
  • Handling both outbound and inbound communications to the customer, including status updates and managing issues (via mail, phone or triggering letters).
  • Manage the co-ordination with all Colt internal teams in and outside of Delivery to minimise any impact on customer promise dates and the delivery of an order (e.g. manage fast track and drive revenue acceleration).
  • Ensure that all the correct equipment is ordered by the local cities and that it will be delivered in line with the schedules given to the customer.
  • Ensure that all installations are done fast and with high level of quality, by Colt technician or 3rd party company, directly managing and supporting field engineers.
  • Manage all parts of the network schedule so the customer is provided with an installation schedule for the network as early in the delivery process as possible.
  • Manage customer expectations in regards to Date Setting (e.g. CPD setting, CRD expectation mgt). 
  • Ensure documentation of all customer interaction & information to deliver the customer service is updated in Colt systems and sent to the customer following the standard OM processes in a timely manner.
  • Provide an order management function to support Colt's day to day business including order tracking, delivery co-ordination, maintenance of customer data.
  • Support projects affecting own area and get involved in testing prior to go live.


Skills & Experience

  • Experience working with customers in a business to business environment is essential.
  • Experience in working with Field operators.
  • Basic understanding of the Colt technology areas and products and willingness to develop technical skills under the guidance of technical leads.
  • Good communication skills.
  • An understanding of IP Fundamentals and various Protocols, including OSPF, ISIS, EIGRP, RIP and BGP.
  • Developing depth in IP and IPVPN services.
  • Good understanding of transmission technologies as Ethernet and WDM.
  • Appreciated wide field of specialism, how own role relates to other roles and to the business.
  • Proven skills and experience in all areas of coordination from initiation through to planning, risk management and evaluation. This will include keeping track of project progress, producing and delivering meeting minutes, supporting other teams / Project Manager and standing in for them as required.
  • Good MS office skills & capability to pick up new systems and tools easily.
  • Excellent attention to detail is imperative.
  • Methodical and highly organized with the ability to prioritise.
  • Fluent level of English (spoken and written). 

Good to have:

  • Formal IP qualification: CCNA, etc.
  • Degree in Telecommunications or Electronic Engineering.



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. 


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:


  • Flexible working and relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • Pension and insurance options
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • Discounts with local hospitality and retail providers

Job Segment: Telecom, Telecommunications, Cisco, Scheduler, Risk Management, Technology, Administrative, Finance

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