Network Delivery Team Leader

About Redcentric

Redcentric is a leading managed service provider with a rich end-to-end solution portfolio covering the spectrum of Connectivity, Cloud and Collaboration, designed and delivered by our own highly skilled teams from our privately owned, UK based multi-million pound infrastructure. Redcentric has annualised revenues in excess of £100 million, more than 500 highly skilled employees serving over 2000 customers across the UK. With the IT landscape in constant evolution, Redcentric is built around today's modern IT challenges offering application, collaboration, infrastructure, network and IT security services.

Job Description

AIM OF THE ROLE: The Network Delivery Team Lead role will be a hybrid manager / technical role and will lead a team of network and security project engineers who are responsible for the technical delivery of new or changed services. They will oversee and be required to deliver all network related technical deployments of our portfolio of services which include SDWAN, WAN, LAN, MPLS, Wi-Fi, VOIP, IAAS & Cloud Based Services or combinations of all services. In addition, you will also be called upon to provide support to the Redcentric bid & Solutions teams, this will involve responding to tenders, bids, and other sources of solution generation.

Key Responsibilities

• Customer satisfaction: You will ensure the delivery of high-quality services to customers and on-going commercial viability so that our business becomes a trusted partner to all the customers we serve.
• Leadership: You will motivate, mentor and coach direct reports and business colleagues. You will support direct reports and colleagues in setting priorities and assist in conflict resolution and management of impediments. You will ensure the right stakeholders are fully engaged in corporate initiatives. You will build team, department, and business consensus to ensure high quality in our service delivery to customers.
• Resource: You will ensure we have the right quantity and quality of resource to meet the business strategy. You will ensure roles, responsibilities and expectations are communicated to direct reports and all team members. You are accountable for the overall line management, support and continual professional development of team members including but not limited to; performance appraisal meetings, KPI monitoring, personal developments plans, training and development, to ensure our staff have the support they need to succeed.
• Quality: You are accountable for governing the technical quality of all projects and programmes being managed within the delivery team through governance and validation to ensure that all technical aspects of our projects are managed in line with the company's standards, contractual commitments and ISO accreditations.
• Initiate & deliver: When required you will assist with the design, planning and delivery of strategic departmental and business wide initiatives including but not limited to; system implementation, best practice, policies, methods and continual improvement to ensure the business remains effective and efficient in its delivery.
• Escalation: You will ensure that assigned project support resource and key stakeholders deliver their responsibilities on time. You will ensure items meeting the escalation threshold are escalated using the appropriate escalation method and communication plan. You will support direct reports and team members to facilitate resolution within the agreed escalation SLA/OLA so that impediments do not detract from on-time delivery.
• Communication & reporting: To ensure accurate reporting to ensure objectives are being met.
• Wellbeing: You will risk assess the workload of your team. Identify solutions and support direct reports and colleagues in times of need. Ensure timely intervention to ensure transparency to support and maintain health and wellbeing of all colleagues.
• Personal development & innovation: You will identify opportunities to contribute to wider business initiatives. Highlight current operational challenges and offer solutions. Explore and challenge existing business processes to drive continual business improvement and deliver customer satisfaction. You will identify opportunities for personal training and development to drive innovation.

Line Management Responsibilities

• Directing, planning & communication: You are responsible for the direction of your team and for communicating team goals to your team and wider colleagues as appropriate. Direct reports and wider team members need to understand what they should be delivering on a day to day basis, longer term business goals, and why those goals are important to the business. Your team should understand the context of the goals set for the team.
• Managing finances & resources: You are responsible for deploying the resources within your remit to achieve the business objectives assigned to you. You will ensure value for money by managing and monitoring budgets and making the best use of resources.
• Leadership: You are responsible for motivating, mentoring and coaching direct reports and business colleagues to ensure high quality team performance. You will support direct reports and colleagues in setting priorities and assist in conflict resolution.
• Performance management: You are responsible for the performance management of your direct reports and of your team. You should ensure that you deliver both formal performance management appraisals based upon the appropriate job descriptions for your direct reports and undertake any day to day meetings and communication required to direct your team effectively.
• Standards and quality: You are responsible for setting clear expectations of quality, accuracy, and deadline attainment for your team's outputs.
• Managing attendance: You are responsible for ensuring your direct reports and team are aware of the appropriate corporate policies for managing unplanned, sickness and annual leave and how to report unplanned absence.
• Performance appraisals: You are responsible for formal and informal performance appraisals.

PERSON SPECIFICATION

Skills

The ideal candidate will be a bright and enthusiastic individual who is dedicated to achieving great results, they will ideally have the following skills, attributes, and experience:

• Excellent written and verbal communication skills with the ability to communicate at all levels, both internally and externally.
• Professional, positive, confident, and friendly.
• Proven experience managing technical teams.
• Proven technical experience in a service provider, network project role or similar.
• Strong technical understanding of network and security.
• Customer service skills and proven record of liaising directly with customers, vendors, service providers and Telcos.
• Experience in configuring, delivering, and troubleshooting various network equipment and technologies.
• Highly self-motivated.
• Ability to work well under pressure within a busy environment and prioritise tasks accordingly.
• Committed to delivering high quality work.
• Excellent attention to detail, accuracy, time management, organisational and administrative skills.
• Office 365 applications.

They will also preferably have the following skills, attributes, and experience:

• Minimum 5 years in a senior technical role, in a managed service organisation.
• Experience of managing customer relationships and issues.
• Delivery SDWAN, WAN, LAN, Firewalls, MPLS, Wi-Fi, VOIP, IAAS & Cloud Based Services or combinations of all services.
• CCNP level in one or more following areas; Routing and switching, WLAN, Data Centre, Service provider or Security.
• Experience working with MPLS technologies including L2/L3 VPN and traffic engineering, OSPF, BGP and QoS across multiple vendors.
• Proven ability to govern and support multiple technical workstreams simultaneously.

HOURS OF WORK

The Company's standard working hours are Monday to Thursday 9.00 until 5:30pm with one hour for lunch, and Friday 9.00 until 3:30pm. Hybrid working with two days in Harrogate Office (typically Monday and Wednesday) and three days work from home.