Product & Voice Operations Team Leader

Gamma; Manchester; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

25 days leave

Private medical insurance

Pension contributions

Parental leave

Life assurance

Income protection

EV and cycle scheme

Employee discounts

Volunteer day

Job summary

Gamma is seeking a Team Leader for Product & Voice Operations to lead a 6-person Engineering team, ensuring stability and performance of the Voice Network Platform. You will oversee day-to-day operations, drive improvements, and coordinate with Platform and Engineering functions across Gamma.

You will coach engineers, manage workload, handle escalations, and drive changes and upgrades with governance. The role requires strong stakeholder communication and a proactive, hands-on leadership style.

Qualifications

• Proven experience leading a technical operations team in Telco environments.
• Experience delivering operational projects in a Telco voice network.
• Strong understanding of day-to-day network operations and maintenance.

Responsibilities

• Lead, coach and develop a team of Operations Engineers, with regular 121s.
• Manage team workload and ensure maintenance, changes and tasks are on schedule.
• Act as escalation point for complex technical issues on Gamma's Voice Network platforms.

Skills

Team leadership

Operational excellence

Escalation management

Automation opportunities

Stakeholder management

ITIL Foundation

Job description

A Bit About Us

At Gamma we provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.

What is the role responsible for?

Reporting to the Product & Voice Operations Manager, the Product & Voice Operations Team Leader provides leadership and oversight to a team of 6 Engineers, ensuring the stability, performance and effective operation of Gamma's Voice Network Platform. This role coordinates day-to-day network operations, maintenance and change delivery, ensuring objectives and service commitments are met through effective workload management, guidance and stakeholder engagement. The role combines strong technical expertise with hands‑on people leadership, providing guidance, coaching and support to the team. The Team Leader plays a key role in identifying risks and improvement opportunities, ensuring potential issues are addressed swiftly, and enhancements are built into everyday working practices. The Team Leader also works collaboratively with Gamma's Platform and Engineering functions to align activities across the Voice Network platforms. This includes supporting cross‑functional planning, managing dependencies, and ensuring the successful delivery of maintenance, change and service‑related work, all with a strong focus on operational excellence.

What will you be doing day‑to‑day?

• Lead, coach and develop a team of Operations Engineers, holding regular 121s and driving a culture of ownership and continuous improvement.


• Manage team workload and priorities, ensuring maintenance, changes and operational tasks are delivered on schedule.


• Act as escalation point for complex technical issues on Gamma's Voice Network platforms.


• Oversee incident management and alert response ensuring timely escalation and resolution.


• Coordinate planning and delivery of maintenance, changes and platform upgrades, driving compliance with change and governance procedures.


• Own monitoring and operational checks to maintain network health and service standards.


• Identify and address capability, process and resource gaps with the Product & Voice Operations Manager.


• Drive automation opportunities with Engineering to reduce manual effort.


• Maintain up‑to‑date operational documentation and knowledge articles.


• Manage risks, recurring faults and backlogs, removing blockers to service performance.


• Support major incidents by coordinating resources and driving restoration.

What you’ll bring

• Proven experience leading a technical operations team within a Telco environment.


• Track record of delivering operational projects within a Telco voice network environment.


• Experience managing day‑to‑day network operations, maintenance activities and operational change delivery.


• Strong operational knowledge of telecoms, voice, UCaaS or carrier network environments.


• Excellent communication and stakeholder management skills, with the ability to articulate technical problems and solutions to a wide range of audiences.


• Self‑motivated and highly organised, with the ability to prioritise effectively and lead by example with minimal management intervention.


• Resilient under pressure, comfortable operating in a fast‑moving and changeable environment.


• Strong emotional intelligence and the ability to work effectively with individuals at all levels of the organisation.


• ITIL Foundation certification or equivalent operational service management experience.

What do we offer you?

• 25 days annual leave + birthday


• Subsidised private medical insurance


• 5.1% matched pension contributions


• Enhanced parental leave


• Life assurance and Income protection


• Electric Vehicle and Cycle scheme


• Employee discounts


• Volunteer day

A few things to note

We require all candidates to be eligible to work in the UK and pass a basic DBS check.

Gamma is an equal‑opportunity employer committed to building diverse, inclusive teams where everyone feels valued and can be their authentic selves. We welcome applicants from all backgrounds, especially those underrepresented in our industry. As a family‑friendly employer, we foster a culture of trust, autonomy, and flexibility to support your work‑life balance and help you thrive at Gamma.

This role is hybrid 3‑days onsite from our London, Manchester or Glasgow office.

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We’re not looking to increase that network currently, so please don’t send speculative CVs.