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For Companies At a Glance
- Tasks: Lead telecom field service operations and ensure top-notch customer engagement.
- Company: Join LCC, a Tech Mahindra Company, known for its innovative approach.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Why this job: Make a real impact in the telecom sector while leading dynamic projects.
- Qualifications: 8+ years in telecom operations with strong leadership and project management skills.
- Other info: Work in a supportive environment with a focus on health, safety, and continuous improvement.
The predicted salary is between 48000 - 72000 £ per year.
LCC, a Tech Mahindra Company, is looking for an Operations Manager – Telecom Field Services.
Position Overview
The Customer-Facing Operations Manager is responsible for overseeing telecom field service operations, ensuring exceptional customer engagement, and driving operational excellence across multiple projects. This role involves managing three Project Managers, supervising Work-in-Progress (WIP) processes, tracking revenue and costs, safeguarding cross-project efficiency through optimal resource utilization, ensuring compliance with UK regulations and local customers, and overseeing Health, Safety, and Environmental (HSE) and quality standards with the Health and Safety Manager.
Key Responsibilities
- Customer Engagement & Relationship Management
- Act as the primary point of contact for customers, ensuring clear communication and alignment on project goals.
- Manage escalations promptly and maintain strong customer relationships by delivering on SLAs and providing timely updates.
- Operational Oversight
- Oversee daily field operations, ensuring compliance with telecom standards, safety regulations, and quality benchmarks.
- Drive process optimization and implement strategies to improve efficiency and reduce downtime.
- Project Management Leadership
- Supervise and mentor three Project Managers, ensuring projects meet timelines, budgets, and quality standards.
- Coordinate across engineering, logistics, and finance teams to resolve operational challenges and maintain delivery performance.
- Work-in-Progress (WIP) Management
- Monitor WIP for all ongoing projects, ensuring accurate progress reporting and timely invoicing.
- Apply WIP accounting principles for proper cost and revenue allocation.
- Identify and mitigate risks that could impact timelines or profitability.
- Financial Accountability
- Track all revenue streams and associated costs for field services projects.
- Develop and monitor operational budgets, optimize resource allocation, and implement cost-control measures.
- Prepare detailed financial reports for senior management and stakeholders.
- Cross-Project Efficiency & Resource Utilization
- Safeguard cross-project efficiency by harmonizing workflows and processes across multiple projects.
- Optimize workforce allocation by monitoring resource availability and redistributing employees to balance workloads and maximise productivity.
- Conduct capacity planning based on project pipelines and adjust assignments to maintain operational agility.
- Implement collaboration frameworks and tools to reduce silos and improve overall delivery performance.
- Compliance & Applicable Practices (Telecom Field Services)
- Ensure adherence to local UK regulations, health and safety standards, and applicable employment laws.
- Demonstrate awareness and sensitivity in practices common among field service teams, fostering a respectful and inclusive work environment.
- Health, Safety & Quality Oversight
- Oversee the Health and Safety Manager responsible for HSE compliance and quality assurance in field services.
- Ensure robust safety programs, risk assessments, and quality control measures are implemented and maintained.
- Drive continuous improvement in health, safety, and environmental performance across all projects.
- Strategic & People Management
- Train and mentor staff to enhance technical skills and operational performance.
- Drive continuous improvement initiatives and adoption of new technologies to stay competitive in the telecom sector.
Required Qualifications
- Bachelor’s degree in Telecommunications, Engineering, Business Administration, or related field.
- Minimum 8+ years of experience in telecom operations, with at least 3 years in a managerial role.
- Proven experience in project management and financial oversight.
- Strong leadership, communication, and stakeholder management skills.
- Knowledge of WIP accounting and ERP systems.
- Proficient in applying relevant UK regulations.
- Proven track record in field services projects within the UK.
- Proficiency in English is a must.
- Certifications such as PMP, ITIL, or telecom-specific credentials are highly desirable.
- UK Based, Offices in Milton Keynes and Manchester where local presence 2 days a week will be required (Flexible).
Key Performance Indicators (KPIs)
- Customer satisfaction and SLA compliance.
- On-time and on-budget project delivery.
- Accuracy of WIP reporting and financial forecasts.
- Resource utilisation efficiency across projects.
- Compliance with UK regulations and cultural alignment.
- HSE compliance and quality performance metrics.
- Reduction in operational costs and improvement in process efficiency.
Service Manager (Customer Operations) in England employer: LCC DEPLOYMENT SERVICES UK LIMITED
Contact Detail:
LCC DEPLOYMENT SERVICES UK LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager (Customer Operations) in England
✨Tip Number 1
Network like a pro! Get out there and connect with people in the telecom industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its projects. Understand their values and how they operate. When you walk into that interview, show them you’re not just another candidate – demonstrate your passion for customer operations and how you can drive excellence in their field services.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on articulating your experience in managing projects and teams, as well as your approach to customer engagement and operational oversight.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Tailor your application to highlight your relevant experience in telecom operations and project management, and let us see how you can contribute to our team!
We think you need these skills to ace Service Manager (Customer Operations) in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Manager role. Highlight your experience in telecom operations and project management, and don’t forget to showcase your leadership skills. We want to see how you’ve driven operational excellence in your previous roles!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for this position. Mention specific projects you've managed and how you’ve ensured customer satisfaction. Remember, we love a good story that shows your passion for the telecom industry.
Showcase Your Achievements: When detailing your work experience, focus on your achievements rather than just duties. Use numbers and metrics to demonstrate your impact, like improved efficiency or cost savings. We’re all about results, so let us know how you’ve made a difference!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values while you’re at it!
How to prepare for a job interview at LCC DEPLOYMENT SERVICES UK LIMITED
✨Know Your Stuff
Make sure you brush up on your telecom knowledge and the specific operations involved. Understand the key responsibilities of the Service Manager role, especially around customer engagement and project management. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Since this role involves managing Project Managers, be ready to discuss your leadership style and experiences. Prepare examples of how you've successfully led teams, resolved conflicts, and driven operational excellence in previous roles. Highlight any relevant certifications like PMP or ITIL to back up your claims.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle escalations. Think of past situations where you had to manage customer relationships or optimise processes under pressure. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Understand Compliance and Safety Standards
Familiarise yourself with UK regulations and health and safety standards relevant to telecom field services. Be prepared to discuss how you would ensure compliance and promote a safe working environment. This shows that you take these aspects seriously and are ready to uphold the company's values.
