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About the Role
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, meeting objectives and service commitments through effective workload management, guidance, and stakeholder engagement.
Responsibilities
- 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.
Requirements
- 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.
- Eligible to work in the UK.
- Pass a basic DBS check.
Skills
- Voice Network Platform management
- Network operations
- Maintenance
- Change delivery
- Workload management
- Stakeholder engagement
- Technical leadership
- Coaching
- Support
- Risk identification
- Improvement identification
- Operational excellence
- Incident management
- Alert response
- Platform upgrades
- Change and governance procedures
- Monitoring
- Operational checks
- Network health
- Service standards
- Automation
- Documentation
- Knowledge articles
- Risk management
- Fault management
- Backlog management
- Service performance
- Major incident support
- Resource coordination
- Restoration
- Telco environment experience
- Telecoms
- Voice
- UCaaS
- Carrier network environments
- Communication skills
- Stakeholder management skills
- Prioritization
- Emotional intelligence
- ITIL Foundation certification
Location
- London
- Manchester
- Glasgow
Work Type
- Hybrid
Experience Level
- Team Leader
- Minimum management intervention
Education Level
- ITIL Foundation certification or equivalent operational service management experience
Benefits
- 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
About the Company
- Gamma provides voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region.
- People are at the heart of everything we do.
- We are 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.
- 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.
Equal Opportunity
- 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.