Provisioning Delivery Team Leader

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.

Job Summary

The Delivery Team Leader will be responsible for overseeing the end-to-end provisioning process for Evolve customers, ensuring the efficient delivery of services and a consistently high-quality customer experience.

The role includes leading and developing a growing team, with accountability for onboarding, training, and ongoing performance management. Working collaboratively with the leadership team and key departments such as Projects, Field Services, Warehouse Operations, and third-party suppliers, the post-holder will ensure service levels are achieved and maintained.

A key focus of the role will be to drive a culture of continuous improvement, proactively identifying opportunities to refine processes, improve efficiency, and enhance overall team performance.

Key Accountabilities

Leadership & Team Management

• Lead, manage, and develop the Delivery team, ensuring clear direction and support are provided.
• Supervise day-to-day activities, allocating workload effectively to meet departmental objectives.
• Monitor individual and team performance, conducting regular one-to-one meetings and formal reviews.
• Foster a coaching culture to encourage professional growth and high performance.

Process Management & Improvement

• Take ownership of the end-to-end provisioning process, ensuring accuracy and efficiency.
• Regularly review and assess existing processes, implementing improvements where required.
• Promote and embed a culture of continuous improvement within the team.
• Adapt processes to meet evolving business requirements and customer needs.

Customer & Stakeholder Engagement

• Deliver a first-class service to customers through effective communication and service delivery.
• Lead customer meetings where required, providing clear updates and maintaining strong client engagement.
• Develop and maintain collaborative relationships with suppliers, partners, and internal stakeholders to support seamless order fulfilment.
• Act as an escalation point, providing timely support and resolution of issues.

Operational & Performance Management

• Monitor, measure, and report on team performance against agreed KPIs and SLAs.
• Ensure provisioning activities are delivered in line with business standards, quality expectations, and timescales.
• Work closely with other operational teams to align processes and improve overall service delivery.

Additional Responsibilities

• Undertake other reasonable duties and projects as defined by the line manager
• Adhere to agreed working hours (Monday to Friday, 9:00 AM – 5:00 PM, 37.5 hours per week)

About you:

Essential

• Previous experience in a provisioning, service delivery, or order management role within an MSP or telecoms/networking environment.
• Strong leadership skills with a proven track record of managing and motivating a team.
• In-depth understanding of Internet connectivity, leased lines, and circuit provisioning processes.
• Excellent organisational and problem-solving abilities with strong attention to detail.
• Confident communicator with the ability to engage stakeholders at all levels.
• Ability to work under pressure and manage multiple priorities in a fast-moving environment.
• Proficient in Microsoft Office and comfortable working with provisioning/CRM systems.
• Experience working with major UK carriers (e.g. BT, PXC, ITS, etc.).
• Knowledge of ITIL principles or service management best practices.
• Process improvement and workflow optimisation experience.

Why Evolve?

At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.

We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.

To find out more information about what its like to work for us and our benefits, visit www.evolvebg.co.uk/careers/

Evolve is an Equal Opportunity Employer

All openings will be filled based on qualifications without regard to race, colour, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law.