Provisioning Team Lead

1 day ago

Sepang, Selangor, Malaysia Nasstar Full time
Provisioning Team Lead

Application Deadline: 31 December 2025

Department: Connectivity

Employment Type: Permanent

Location: Cyberjaya


Description We are seeking an experienced Provisioning Team Lead to manage a team of approximately five Provisioning Coordinators responsible for processing broadband and Ethernet orders. This role is critical in ensuring smooth and timely provisioning of services across multiple UK network providers, including BT, TalkTalk Business, Virgin Media, CityFibre, Neos, and KCOM.

The successful candidate will act as an escalation point for the team, ensure supplier SLAs and NRDs (Network Ready Dates) are met, and proactively challenge any breaches. You will work closely with the Service Activation Team Lead and Escalation Manager to deliver exceptional customer experience and operational efficiency

Key Responsibilities Team Leadership & Management
  • Lead, coach, and develop a team of Provisioning Coordinators.
  • Allocate workload and monitor performance to ensure targets and SLAs are achieved.
  • Provide regular feedback and conduct one-to-one meetings.

Provisioning Operations
  • Oversee end-to-end provisioning of broadband and Ethernet services.
  • Ensure accurate and timely order placement with major UK providers (BT, TTB, Virgin, CityFibre, Neos, KCOM).
  • Monitor NRDs and proactively manage delays or escalations.

Supplier Management
  • Actively challenge suppliers on missed SLAs and NRD breaches.
  • Maintain strong relationships with supplier contacts and escalate issues effectively.

Escalation & Collaboration
  • Serve as the escalation layer for complex provisioning issues.
  • Work closely with the Service Activation Team Lead and Escalation Manager to resolve high-priority cases. 

Process Improvement
  • Identify opportunities to streamline provisioning processes.
  • Contribute to system and portal enhancements to improve efficiency.


Skills, Knowledge and Expertise
  • Proven experience in a provisioning role within a UK ISP or telecom environment.
  • Strong knowledge of supplier portals, products, and processes (BT, TTB, Virgin, CityFibre, Neos, KCOM).
  • Excellent understanding of broadband and Ethernet provisioning workflows.
  • Ability to manage and motivate a team in a fast-paced environment.
  • Strong communication and stakeholder management skills.

Desirable skills
  • Previous experience in a team lead or supervisory role.
  • Familiarity with escalation management and SLA governance.
  • Knowledge of industry regulations and compliance requirements.


Benefits
  • Competitive salary based on experience.
  • Opportunity to work with a leading UK ISP in a dynamic international team.
  • Training and development provided.
  • Career progression opportunities within the provisioning and service activation functions.

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