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Voice and Data Service Co-ordinator

Date: Jan 11, 2017

Location: Watford, United Kingdom

Company: KPMG UK

AutoReq ID119508BR
Job TitleVoice and Data Service Co-ordinator
CountryUnited Kingdom
FunctionCentral Services
Service LineIT Services (Internal)
Service Line InformationFlexibility and adaptability. These are just a couple of the things KPMG looks for in its IT Services team. We're a function of KPMG Europe LLP and, as such, we're a group that constantly needs to deliver a highly-flexible, customer-focused service in response to the changing needs of the business.

Job Description
Role Synopsis

The Voice and Data Service Coordinator is a direct report to the Voice and Data Operations Manager and will support them in the overall operational delivery and management of the fixed voice and data services. The criticality of the service means this will be a challenging role which will demand a high level of commitment.

The role is part of the voice and data operations team which has overall responsibility for the operational delivery of the managed services in relation to voice and data. This role will have direct responsibility for some elements of the Services within scope including responsibility for ensuring the management of conferencing services, end to end process for service requests, moves and changes, day to day management of operation requests and issues. In addition this role will act as the main point of contract for the managed service onsite on a day to day basis.
As the services are all customer facing the Voice and Data Service Coordinator plays a key role in incident and problem management as well as the administration of the complaints and feedback process.
The nature of the service means that there is a requirement to liaise with key business, In view of this the successful candidate will require strong communication skills, an understanding the IT Services strategy and the ability to act on their own initiative.

The role has collective responsibility for the successful delivery of IT Services to the business.
The role needs to be able to respond to changing priorities and be able to respond to changes in business needs in a dynamic environment.
Due to the highly available nature of IT service provision and critical nature of the Voice & Data Service, the role will be required to operate on a shift rota basis between 8:00 and 18:00 Monday to Friday.

Key Accountabilities:

- Responsible for overseeing the operational delivery of the fixed voice and data services in scope of this role
- Acts as first point of contact for the managed service onsite resource on a day to day basis including responsibly for the prioritisation of the onsite activities.
- Acts as first point of contact for the Contract delivery manager in relation to queries on monthly service reports and monthly service reviews (including attendance of meetings where appropriate.
- Responsible for escalation to service provider and then to contract delivery manager where there is a major failure in the delivery of operational activities
- Provides input to the contract delivery manager in the development of budget, reforecasting and invoicing processes.
- Responsible for the development and overseeing the delivery of any service improvement plan and Impact Assessment, including the identification and implementation of enhancements to existing service
- Dealing with day to day operational queries raised by the business community or the supplier in relation to the service including attendance of meeting to represent the voice and data manager.
- Liaising with Project teams on new projects to ensure smooth transition into Operational Support with the Supplier.
- Responsible for the MAC request process including reviewing and initial assessment of all changes, liaison with appropriate stakeholders
- Maintenance of a change request processes to ensure internal tracking of the CR/RFC status at all times.
- Developing and overseeing any activities in relation to training or raising awareness of services within the business community
- Responsible for working closely with the supplier to ensure the delivery of continuous service improvement to ensure that services met, and exceed, business requirements...
- The nature of the services means there is a requirement to provide cover between the hours of 8am – 6pm and the candidate will need to work on a shift pattern with other team members to accommodate these hours

Essential Criteria

The Voice and Data Service Coordinator requires the following skills / capabilities:

Business understanding

Personal accountability and motivation

Team working

Communication skills

Personal organisation, responsiveness and issue management


Strategic Outlook

Desirable Criteria

- Experience of managing Video Conferencing products and services
- Experience of managing Audio and Event call conferencing services
- Experience of working across a large matrix and distributed organisation
- Experience of overseeing Telco Vendors in managed services environment, including interaction with offshore teams
- Very strong organisational skills with the ability to manage competing priorities and meeting deadlines whilst remaining pragmatic
- Self-starter who is able to act on own initiative with light touch management but knows when to seek guidance
- Ability to track and manage activities across a number wide number of differing areas, including finance, people, roadmap delivery and audit and regulatory compliance.
- Strong executive presence
- Innovation / thought leadership / industry knowledge
- Resilience, with high focus on ‘getting stuff done’.
- Relentless in pursuit of progress, execution and overcoming barriers to achieving results.
- High energy, flourishes in fast pace, dynamic environments
- Strong communications skills, written and verbal, within and across teams, up through executive channels and across vendors and third parties.

Qualifications and Previous Experience

- Experience in IT delivery
- Ability to develop and leverage strong relationships with internal and external stakeholders
- Input in to budgets, costs and governance including working closely on reforecasting during financial year with Contract Manager
- Ability to analyse data and produce on going reporting
- Experience of resource management at an operational level including manging resource utilisation.
- Creation and Management of IT delivery roadmap milestones, quality standards and resourcing conflicts including reviewing and tracking interdependencies across the ITS Towers.
- Decision maker, able to act on own initiative but also able ask for guidance when appropriate
- Working knowledge of techniques for planning, monitoring, data analysis, reporting etc. including risk management
- Proven capability to develop materials in relation to reporting and other collateral for ‘C’ level board presentations and briefing packs
- Experience of working in a matrix, dual reporting organisation where not all resources are directly owned by you
- Previous ITMO or EPMO experience in a management role would be desirable preferably within an operating environment in a large enterprise
- Skilled in use of MS Office tools, specifically excel and PowerPoint

Applying with a DisabilityKPMG are proud to be an inclusive, equal opportunity employer and we seek to attract and retain the best people from the widest possible talent pool. As a member of the Business Disability Forum we're committed to ensuring that all candidates are treated fairly throughout the Recruitment Process. Should you be successful after the initial application stage, please discuss with your recruitment contact any reasonable adjustments to our Recruitment Process that you may require.

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