The FTTP Technical OnBoarding Manager is key to bringing our flagship fibre product to our partners; setting them up for success & future proofing their business.  

The Technical OnBoarding Team, part of Service Architecture, aim to shape the service offering by providing SME level support across the business to ensure a consistently excellent experience for our partners from the point of On-Boarding through their in-life journey & their future consumption of new products, API’s & asset migrations. 

This team is made up of SMEs, and support the inception, design, launch & post-launch support for new flagship products, such as FTTP & G.Fast for our partners.

You'll be working to continually improve the Partner Experience, including the On-Boarding process with the TalkTalk Business Continuous Improvement/Change function, Pricing, Tariff Management, Billing, Interconnect team, Reseller Credit Control and key TalkTalk Technology stakeholders to reduce revenue realisation time, and improve the Partner experience.

How will I add value in this role?

• OnBoard Partners for all products under the Fibre For Everyone (FFE) programme; specifically FTTP & G.Fast.

• Ensure new & existing partners with non-standard/bespoke requirements, are correctly set up on the new products they are taking from TalkTalk – Including correct systems, correct level of access, licenses etc

• Support Partners through asset migrations, co-ordinating asset moves with Partners and Migrations Team

• Produce and maintain training materials for partners and internal stakeholders (i.e. POW Guides)

• Gain SME level understanding of the complexity of the Technical On-Boarding process, the key contributing stakeholder functions & leverage established relationships to manage and improve the end to end Technical On-Boarding process.

• Be accountable for the completion of a Partner’s Technical On-Boarding experience within timescales agreed with all process key stakeholders (once established) and making improvements based on CSAT gathered at completion.

• Maintain a holistic overview of the Technical On-Boarding end to end service.

• Feed into Technical On-Boarding step by step processes and procedures and drive continuous improvement of these.

• Drive delivery against agreed SLA and OLA’s as per formal agreements

• Own and drive process improvements (SIP) relevant to the role and purpose of Technical On-Boarding

What do I need in order to deliver in the role?

• Previous Service/Relationship Management experience at all levels

• Able to demonstrate a good understanding of technical information & able to articulate this information to both a technical and non-technical audience.

• Technical service knowledge- specifically with Dice, Salesforce, FTTP

• Experience managing complaints and high-level escalations.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.