The Team Leader is responsible for leading and developing a team of Project Coordinators, Project Administrators, and/or Provisioning Specialists delivering telecoms and IT services. This role is primarily people-focused, ensuring the team operates effectively, consistently, and in line with defined delivery frameworks, while maintaining high standards of customer service, communication, and operational efficiency. The Team Leader will drive performance, accountability, and continuous improvement, ensuring all work is delivered in accordance with agreed SLAs, governance standards, and business priorities.
Key Responsibilities:
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People Leadership & Development
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Lead, mentor, and develop a team of coordinators, administrators, and/or provisioners
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Conduct regular 1:1s, performance reviews, and career development planning
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Set clear objectives aligned to business goals and track individual performance
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Support team members in handling challenging customer interactions and escalations
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Foster a high-performance, accountable, and collaborative team culture
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Operational Management
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Oversee day-to-day workload across provisioning and project coordination activities
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Ensure tickets/orders are progressing in line with SLAs and agreed timelines
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Balance workload across the team based on capacity, skillset, and priorities
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Monitor backlog queues and ensure ageing work is proactively managed
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Act as the first point of escalation for operational and delivery issues
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Customer & Stakeholder Management
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Act as an escalation point for customers where required
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Ensure consistent and professional communication standards across the team
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Work closely with:
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Sales / Sales Admin
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Engineering / Technical Teams
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Service Desk
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Support smooth handovers between pre-sales, delivery, and support
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Continuous Improvement
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Identify process gaps and inefficiencies within provisioning and coordination workflows
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Drive improvements to increase efficiency, reduce delays, and enhance customer experience
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Support implementation of new tools, processes, and reporting capabilities
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Contribute to standardization of ways of working across the team
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Reporting & Performance Management
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Track and report on team performance against KPIs and SLAs
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Provide regular updates to senior leadership on delivery performance
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Use data and reporting to drive improvements and accountability
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Support implementation and ongoing refinement of KPIs and metrics
Key Requirements:
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Essentials
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Minimum 5+ years’ experience within Telecoms and/or IT delivery environments
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Proven experience managing teams of:
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Provisioning specialists, and/or
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Project Coordinators / Administrators
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Strong understanding of:
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Telecoms provisioning (e.g. broadband, leased lines, voice services)
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IT service delivery / project coordination
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Demonstrable experience in people management and team leadership
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Experience working with ticketing/PSA tools (e.g. Autotask or similar)
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Strong organisational and workload management skills
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Ability to manage multiple priorities in a fast-paced environment
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Excellent communication and stakeholder management skills
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Behavioural Competencies
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This role requires a strong people-focused leader who can drive performance, accountability, and consistency across a high-volume provisioning and project coordination environment. The successful candidate will lead from the front, setting clear expectations, managing performance, and developing team capability while maintaining full ownership of team output and delivery standards.
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They must demonstrate excellent operational discipline, ensuring processes are followed, data quality is maintained, and workloads are effectively prioritized to meet SLAs and business objectives. Strong communication and stakeholder management skills are essential, with the ability to handle escalations, align teams, and ensure a high standard of customer experience.
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The role also requires a proactive and resilient mindset, with the ability to identify issues early, make confident decisions under pressure, and continuously improve ways of working to enhance both team performance and delivery outcomes.
Desirable Skills:
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Experience in a value-added reseller (VAR) or managed service provider environment
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Exposure to project management methodologies (e.g. PRINCE2, Agile)
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Experience implementing or improving operational processes
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Understanding of commercial drivers (e.g. revenue, margin, billing milestones)