Liberty Global

About Liberty Global

JOB PURPOSE The Operational Team Lead Voice & Wi-Fi support is dedicated to the operations of all, Voice and public Wi-Fi services following the connectivity and entertainment roadmap for Liberty Global consumer portfolio delivered to TSA and FW countries. The primary purpose of this role is to ensure service availability and the best customer experience. Second to driving service quality, this role will lead the organization to leverage scale, set operational standards, drive compliance, and deliver service improvement objectives that materially improve the customers experience of our services. In addition to the day to day operational management he will develop and drive operational requirements into the technology roadmap for network IP-core, consumer and business products within Liberty Global. In addition, establishing and executing the operational lifecycle roadmap in partnership with Technology and Engineering to ensure operational standards are maintained as technology evolves. As Operational Team Lead Voice & Wi-Fi support he will be managing the operational activities with regards to the voice platforms and he responsible for the planning and coordination of the voice team. This role will be driving continuous improvement activities across all customer facing services within the voice domain. Assuring the organization’s systems and operational processes are highly reliable and exceed the end customers’ expectations. Delivering end-to-end operational management of the Consumer, Business and IT services and all necessary actions required to deliver the service within pre-defined and agreed SLA and KPI metrics. KEY ACCOUNTABILITIES Provide day-to-day leadership for Voice Operations team across TSA and FW countries. Ensure voice and public Wi-Fi network stability by performing timely life cycle activities for both HW & SW and implement mitigations and work arounds if needed. Line Management of team including Performance Management, Recruitment and People Engagement (communicating company Strategy, Connectivity KPIs and overall results). Assist the Director of Voice & Wi-Fi services Support in the preparation of the annual Budgets and report on team performance on a regular basis. Identify skill/training requirements for the team and develop/agree plans to develop individuals Execute integration strategy and partnered solutions for improving operations performance and economics across the EU footprint. Meet operational targets including NPS targets, service support KPI targets and deliver operational requirements and support for the voice Product Roadmap. Drive Service Monitoring strategy and continuous improvement of customer experience. Partner with Product Development, Technology, IT and Finance to ensure close alignment between Operational activities and all other functions of the organization are met. Provide timely, accurate and complete reports on the operating condition of the voice and public Wi-Fi network. Lead the development, communication and implementation of effective Operational Optimization strategies and processes that enable efficiencies. Foster a success-oriented, accountable environment within the Operations team. Coaching the team in problem-solving methods, work methods, and in consensus-building activities, and training or arranging for the training of team members in skills, methods, and techniques necessary for completing individual and team tasks (i.e., developing performance);Project delivery on time and within budget. KNOWLEDGE & EXPERIENCE Preferred education/ qualifications: HBO or Bachelor Degree in Information Technology or Computer / Software / Electrical Engineering. Specific Knowledge & Experience Deep technical knowledge and experience of Voice and public Wi-Fi services and their associated operational lifecycle International experience in leading operational teams of diverse nationalities and cultural norms Seasoned professional who has involved in multiple service and network stability “turn-around” programs Familiarity or certification in ITIL, ETOM or process standards bodies Demonstrated ability to implement processes, metrics, and operational rigor Broad understanding of regulatory requirements for cable across EU, and other certification requirements for local and international governing bodies Experience in a service delivery environment where the product and service is heavily dependent on a IT platforms and rapidly evolving technology Proven skills and experience in operating complex VOIP networks Strong customer orientation focus and success in creating a superior customer experience. Process oriented, but flexible around business needs. Exceptional ability to analyze data and utilize it to make sound business decisions. Specific Skills & Abilities Knowledge about relational databases as Oracle/Solid, MySQL and MongoDB. Programming experience in Perl, PHP, bash, expect, Javascript, C. Experience with open source analytics & monitoring Grafana, Graphite, Kibana, Elkstack Expert working with UNIX/Solaris/Linux on sysadmin level, including shell scripting. Expert in VoIP related protocols as SIP, Diameter, MGCP or H.323 and SS7, INAP, DNS/ENUM (E.164) and LNP knowledge preferred. Strong technical background and understanding of IT Service Delivery platforms, monitoring and BSS/OSS systems Innovates with Customer Focus Lives one Company Leads and Inspires Communications & Relations Responsible for managing key Stakeholder expectations and communications Responsible for Managing communications of key business and sectional information to their teams on a weekly basis Responsible for ensuring that key business relationships are identified, developed and regularly maintained proactively to support business performance and communications. Strong inter-personal and collaboration skills with the ability to interact at all levels, building and strengthening positive relationships at every touch point. Reporting Accountable for ensuring that the required Management reporting is provided to the timetable and timescales required Personal Displays Energy and passion to achieve and exceed stretching objectives often delivering within tight timescales. Displays Strong relationship building, collaboration and influencing skills. Displays High personal integrity and strong leadership qualities. Displays Flexibility in approach to work and able to perform under pressure. Able to dynamically respond to both strategic and tactical operational management requirements. Able to deal with internal and external customers, including management & senior management. Strong critical thinking and data manipulation skills. Commercial awareness of the external environment and the ability to “think outside the box” Displays high levels of self-awareness and emotional intelligence in all situations The application process at Liberty Global includes a background check regarding, but not limited to employment, education, reference checks and may include a criminal background check.

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Company Info

Legal Form: Inc

Company Type: Beursgenoteerd bedrijf

Company Size: 5001 - 10000

Revenue: > 10 billion (USD)

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Hiring Locations: 15

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