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Iot Site Reliability Team Lead

3 weeks ago

مصر, Egypt Vodafone Full time

**Role purpose**:
Vodafone Business Platforms & Solutions IoT Practice is primarily focused in delivering high quality solutions for Enterprise customers. The IoT area consists of multiple teams which are directly responsible for delivering an excellent customer experience. The teams provide expert support to internal and external stakeholders and drives the delivery and support for all IoT Customer solutions
This role will be accountable for leading the Service Continuity area by example and providing a step change in order to extend/complete an excellent end to end customer experience aligned with the Vodafone brand and industry best practises. Key focus will be to support the Build and in-life of IoT product portfolio by means of providing Site Reliability Engineering and assure cost-to-serve standards and service operating models based on continuous improvement and right sourcing at worldwide level. The Role requires a strong technical authority in both IT and Telco environments.
The role will work with internal and external suppliers; it is required to fully understand partner/customer services and relationships and map them to customer value strategies and develop appropriate service model designs.

**Key accountabilities and decision ownership**:

- Operational support of IoT products that in turn generate the revenue targets defined up to 1.0 Billion Euro per year.
- Drive Team’s Engineering activities within IoT multiple domains
- Responsibilities to ensure that operationally driven changes and upgrades are correctly designed and deployed
- Influence Customer, suppliers and third parties to improve development.
- Production baselining, tracking progress and day-to-day delivery management of plans and all project deliverables for agreed launch dates
- Management of communications & engagement with Vodafone OpCos/Partners/Affiliates, Group Technology and Marketing, Testers and external parties relating to the new platform features, releases and patches.
- Management of day to day contact with third party System Integrator and internal suppliers.
- Review and assess supplier quotes for work-packages/releases and support contracts.
- Manage relationships and delivery through 3rd party suppliers and internal organizations.
- Strong leadership skills and proven ability to manage several conflicting priorities to resolution in agreed timescales
- Build and deliver Development plan for SRE Team resources.
- Steer communication and plans across Technology and Business SLT.

**Must have technical / professional qualifications**:

- University degree, with preference on technology (engineering, telecommunications, computer science)
- 10+ years of experience in leading Customer services or operational services Teams within IT /Telecom industries
- Experience in operating in Agile environment
- Software development background
- Multi-national team leadership experience and proven ability to operate within a matrix organisation.
- Experience in consulting and/or services design, account and customer relationship development, business intelligence and competitive analysis of service offerings
- Excellent analytical and problem solving skills, having the ability to effectively analyse situations and impose significant course of action

**Core competencies, knowledge and experience**:

- Experience of developing, delivering and supporting IT & Telecom Products & Services propositions.
- Proven knowledge of core Telecom operational processes & systems (Sell, Build, Run)
- Strong leadership skills
- Excellent communication skills with ability to create clarity and structure in a complex environment - communicating it in a clear way to executive stakeholders.
- Excellent analytical and problem solving skills

**Key performance indicators**:

- Process optimisation targets
- Customer Experience and Satisfaction targets
- Operational Efficiency targets
- Growth of Managed services to Customers

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