PVO Support & Provisioning Team Leader

Gamma Communications plc; Glasgow, Manchester; Remote; GBP 60,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

Gamma Communications plc is seeking a Product & Voice Ops Support and Provisioning Team Leader in Glasgow. You will lead a multi-skilled team delivering technical guidance across incidents, provisioning and service transitions, driving improvements and customer-focused outcomes.

In this hands-on leadership role you’ll coordinate workload, mentor engineers, manage escalations, and collaborate with Product, Engineering and Service Assurance to enhance service quality for customers and partners

Qualifications

• Experience in telecoms or communications environments.
• Strong analytical and problem-solving skills.
• Clear communication to engineers, partners and customers.
• Collaborative leadership with coaching and continuous improvement.

Responsibilities

• Oversee daily activities of the team and provide technical guidance.
• Coordinate workload across incidents, faults, service requests and provisioning.
• Monitor queues, SLAs, backlogs, handovers and risks; escalate where needed.
• Provide coaching and development for engineers and knowledge sharing.
• Act as first escalation point for technical and operational issues.
• Support complex incidents and coordinate technical contributors and updates.
• Represent the team on major service outage calls and maintain clear communications.
• Contribute to root cause analysis, post-incident reviews and corrective actions.
• Coordinate complex provisioning, migrations and service transitions; ensure readiness.
• Work with Product, Engineering, Service Assurance and customer-facing teams to reduce handoffs.
• Assist onboarding, recruitment and technical assessments as required.
• Identify recurring issues and propose process/tool/documentation improvements.
• Maintain accurate operational records and follow processes and security controls.

Skills

SIP/VoIP

UCaaS

CCaaS

Leadership

Incident management

Customer-focused

Job description

Product & Voice Ops Support and Provisioning Team Leader

A bit about us

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

Our people are at the heart of everything we do. When you join us, you'll be part of a collaborative, forward-thinking team that’s transforming how businesses connect and communicate globally.

We’re growing fast, but we never lose sight of what matters: our people. Whether you're looking to develop your skills, take on new challenges, or make a meaningful impact, Gamma is the place to do it.

Who are we looking for?

We're looking for a technically capable and people-focused Team Leader to provide day-to-day leadership, technical guidance and operational coordination across our Product & Voice Ops Support and Provisioning Team.

You'll help ensure incidents, faults, service requests and provisioning activity are prioritised and progressed effectively, while supporting engineers to develop their skills and deliver excellent outcomes for customers and partners.

This is a hands-on operational leadership role, combining technical expertise with coaching, workflow oversight and continuous improvement. Working closely with the Product & Voice Ops Support Manager, you'll help maintain service quality, resolve escalations and identify opportunities to improve how the team operates.

What will you be doing day-to-day?

• You'll oversee the team's daily activities, provide technical support and guidance, and help ensure work is delivered efficiently and in line with agreed service levels.
• Coordinate daily workload allocation and prioritisation across incidents, faults, service requests, provisioning and project activity.
• Monitor ticket queues, backlogs, service levels, quality and handovers, addressing blockers and escalating risks where appropriate.
• Provide technical guidance, coaching and constructive feedback to engineers, supporting knowledge sharing and individual development.
• Act as the first point of escalation for technical and operational issues, coordinating investigations and resolution activity.
• Support complex and high-priority incidents, coordinating technical contributors, actions, dependencies and stakeholder updates.
• Represent the team on major service outage calls when required, helping maintain clear communication and progress throughout incidents.
• Contribute to root cause analysis, post-incident reviews and the implementation of corrective actions.
• Coordinate the team's involvement in complex provisioning, migrations and service transitions, ensuring operational readiness and risks are understood.
• Work closely with Product, Engineering, Service Assurance and customer-facing teams to improve issue resolution and reduce unnecessary hand-offs.
• Support onboarding, recruitment and technical assessments where required.
• Identify recurring issues and opportunities to improve processes, documentation, tooling and automation.
• Maintain accurate operational records and ensure agreed processes, controls and information security requirements are followed.

What you'll need

• You'll bring technical experience within a telecoms or communications environment, alongside the ability to guide colleagues, manage competing priorities and maintain a customer-focused approach.
• Experience in technical support, provisioning or operations within Telecoms, UCaaS, CCaaS, hosted voice or a related environment.
• Experience as a senior technical engineer, technical lead, shift lead or team leader, including providing guidance and coaching to colleagues.
• Experience managing incidents, faults and service requests through to resolution in a fast-paced, SLA-driven environment.
• Strong working knowledge of voice operations and telephony technologies, including SIP/VoIP, UCaaS, CCaaS and hosted telephony.
• Strong analytical and problem-solving skills, with the ability to support complex fault investigation and root cause analysis.
• Sound operational judgement, including the ability to prioritise competing demands and recognise when issues require escalation.
• Clear communication skills, with the ability to explain technical information to engineers, partners, customers and non-technical stakeholders.
• A collaborative leadership style, with a commitment to coaching, knowledge sharing and continuous improvement.
• Strong organisational skills and the ability to remain calm, focused and customer-centred in a changing environment.

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.

There may be a requirement to attend meetings or activities outside normal working hours.

If you don't meet every requirement but feel you could thrive in this role, we would still encourage you to apply.

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.

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.