Telecoms Service Operations Lead — SLA Champion

Crg Tec; Cambridgeshire and Peterborough; Sur place; GBP 29 000 - 35 000; Plein temps

Avantages offerts par ce poste

Up to 10% bonus

Private healthcare

25 days holiday + bank holidays and w

wider company benefits

Résumé du poste

Crg Tec in Peterborough is seeking a Service Operations Lead (Telecoms) to head the operational team supporting its ISP partners. Based in Peterborough, this full-time office role involves ensuring work is validated, allocated and delivered within agreed service levels.

You will oversee delivery, monitor queues and performance, and drive improvements in service quality through coaching and data-driven management.

Qualifications

• You could already be a Customer Service Team Leader, Service Operations Team Leader or Service Delivery Team Leader, ideally within telecoms, IT, engineering or another SLA-driven environment.
• Equally, you might be an experienced Service Coordinator or Operations Coordinator who already manages workloads, escalations and service levels and is ready to step into a lead role.
• Experience working with SLAs, CRM/ITSM systems or work allocation tools would be useful, but we're not looking for somebody who ticks every box.
• More important is that you're organised, comfortable working with data and workloads, good with people and willing to take ownership when something isn't running as it should.

Responsabilités

• Oversee work from ISP partners, ensuring cases are validated, allocated and progressed within SLA.
• Monitor queue volumes, workloads and case quality, spotting when things start to fall behind and stepping in before they become bigger problems.
• Work directly with ISP partners, managing expectations and ensuring processes and service levels are followed by both sides.
• Lead the day-to-day team, helping allocate work, monitor performance and coach people to improve the overall quality and consistency of the service.

Description du poste

Crg Tec in Peterborough is seeking a Service Operations Lead (Telecoms) to head the operational team supporting its ISP partners. Based in Peterborough, this full-time office role involves ensuring work is validated, allocated and delivered within agreed service levels.

You will oversee delivery, monitor queues and performance, and drive improvements in service quality through coaching and data-driven management.