Provisioning Manager

The Purpose of the Role

The Provisioning Manager is responsible for the end-to-end management and performance of the provisioning function, ensuring customer orders are delivered on time, supplier performance is effectively managed, engineering resources are efficiently scheduled and financial and operational controls are maintained.

The role will lead a team of Provisioning Coordinators and use data, automation and AI-enabled process improvements to continually improve delivery performance, operational efficiency and the overall customer experience.

Key Responsibilities

Service Delivery & Provisioning -

• Own the end-to-end provisioning function, ensuring customer orders progress efficiently from order acceptance through supplier delivery, engineering activity, customer handover and completion.

• Ensure provisioning activities are delivered against agreed customer commitments, contractual SLAs and internal KPIs.

• Establish proactive management of delayed or at-risk orders, ensuring issues are identified early, escalated appropriately and supported by clear recovery plans.

• Maintain accurate delivery milestones and expected completion dates to support operational planning and customer communication.

Vendor & Supplier Management -

• Act as the senior operational escalation point for vendor and carrier delivery issues, driving suppliers to resolve delays and meet agreed commitments.

• Monitor supplier performance against agreed lead times, SLAs and KPIs, identifying areas requiring corrective action and recovery of potential service credits.

• Identify opportunities to improve supplier processes, commercial efficiency and overall delivery performance.

Financial Management -

• Own the operational reconciliation of supplier/vendor invoicing.

• Ensure supplier charges align with orders placed, work completed and agreed contractual/commercial rates and manage disputes where necessary.

• Support accurate completion revenue forecasting, ensuring delivery forecasts are accurate and delays mitigated.

Team Leadership -

• Lead, coach and develop a team of Provisioning/Delivery Coordinators, creating clear accountability for orders and customer outcomes.

• Set individual and team objectives aligned to operational KPIs and business priorities.

• Monitor workload, capacity and productivity to ensure appropriate distribution of work across the team.

KPI & Performance Management -

• Establish and manage a clear provisioning performance KPIs covering measures such as, on-time delivery, customer satisfaction, order ageing/backlog.

• Use operational data to identify trends, recurring constraints and opportunities for improvement.

• Business reporting on KPI achievement, delivery pipeline, risks, supplier performance, capacity and completion revenue forecasts.

Desirable Areas of Knowledge and Expertise

• Knowledge of Cherwell, Halo and MS Business Central

• 5 years of Telecommunications industry experience with Public Sector customers

• Proven leadership skills specifically relating to performance management

• Experience of managing multiple vendor contracts

• Exceptional financial and commercial awareness

• Exposure to tools such as Microsoft Power BI, Power Apps or Copilot would be advantageous

Job Benefits

At MLL Telecom, we’re passionate about transforming the world of telecoms and empowering our people to grow with us.

Joining MLL means being part of an innovative company that values your skills, invests in your development, and provides real opportunities for career progression. Here, your passion for technology can shape the future of connectivity while building a rewarding career.

You'll get;

• Pension Scheme

• Life Assurance

• HealthCare Insurance

• Financial Wellbeing & Will Writing

• Wellbeing Support Programme (EAP)

• 25 days annual Leave + 8 Bank Holidays

• Social Engagement & Office Activities

At MLL Telecom Ltd, we are proud to stand alongside the Armed Forces community. As a committed supporter of the Armed Forces Covenant and a holder of the Silver Award from the Employer Recognition Scheme, we actively foster a workplace culture that values the unique skills, dedication, and experience of Serving Personnel, Reservists, Veterans, and military families.

MLL offers a flexible and supportive environment that honours their service, promotes inclusivity, and encourages career development within our organisation