Description

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.

Why we need this role

Manages and directs Customer Service Delivery Team Leads and personnel; manages the order pipeline , manages customer delivery expectations and quality; builds and manages relationships with internal teams, and customers.

What you will do

Customer Service Delivery Manager are responsible for managing the order pipeline and progress order implementations to manage resources, internal and external stakeholders, delivery timelines and quality, and customer experience. They oversee the staff, distribute and assign workload, support their professional development and growth.

What we're looking for

Typical tasks and responsibilities will include:
• Assessing resource capacity and effort prioritisation to ensure customer order implementations are delivered to a high quality standard and to agreed timelines.
• Managing Customer Service Delivery team and supporting their professional development
• Managing escalations and making decisions to solve issues, providing direction and steer to teams to navigate challenges
• Building and managing relationships with internal teams, and customers to ensure effective communication, expectation management, and timely resolution of escalations
• Leading initiatives to improve operational processes, ways of working, and improving the overall Order Management and Implementation experience for customers and colleagues
• Supporting contract management and billing activities to ensure timely invoicing and revenue assurance in line with agreed contracts
• Managing operational KPIs

What we offer you:

Looking to make a mark?

At Colt, you'll make a difference. Because around here, we empower people. We don't tell you what to do.

Instead, we employ people we trust, who come together across the globe to create intelligent solutions.

Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.

We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.

Diversity and inclusion

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you'll be encouraged to be yourself because we believe that's what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status, or place of birth.

Most recently we have:

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda, visit our DEI pages.

Benefits

Our benefits support you through all parts of life, for both physical and mental health.

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring - take a look at 'Our People' site including our Empowered Women in Tech.