Telecom Expense Lead Specialist

The role The Mobile Telephony Team Manager is accountable for leading the mobile telephony/expense team and for analysing, governing, optimising, and improving global mobile telephony services, costs, usage, vendor performance, policy compliance, and reporting. The role provides specialist insight into mobile billing, tariffs, roaming, device and SIM usage, supplier charges, policy adherence, user behaviour, and cost-saving opportunities. It ensures mobile telephony remains commercially controlled, operationally effective, and aligned to business needs. The Mobile Telephony Team Manager will work closely with Workplace Technology Services, IT Service Management and Operations, Finance, Procurement, HR, Security, regional stakeholders, mobile carriers, managed service providers, and end-user support teams to improve telecoms governance, reduce waste, strengthen the employee experience, and ensure the team is operating with clear priorities, quality standards, and accountability. Key Accountabilities 1. Team Leadership and People Management Lead the mobile telephony/expense team to deliver consistent operational performance, strong service outcomes, accurate reporting, and measurable cost optimization. Responsibilities include: • Provide day-to-day leadership, direction, coaching, and performance management for team members. • Set clear team priorities, service standards, workload expectations, and delivery outcomes. • Create a culture of accountability, accuracy, customer service, commercial awareness, and continual improvement. • Develop team capability through training, knowledge sharing, mentoring, process guidance, and practical coaching. • Manage team workload, capacity, risks, dependencies, escalations, and operational priorities. • Ensure team activity is measured, reported, and aligned to business needs, cost-control objectives, and employee experience outcomes. • Hold regular team reviews to track service quality, billing issues, savings actions, supplier escalations, policy exceptions, and improvement progress. • Support recruitment, onboarding, objective setting, succession planning, and performance development where required. 2. Mobile Telephony Ownership and Operational Governance Own the day-to-day governance and control of mobile telephony services across the global estate. Responsibilities include: • Maintain clear visibility of mobile services, users, numbers, SIMs, devices, tariffs, billing profiles, and supplier arrangements. • Ensure mobile telephony processes are documented, controlled, and consistently executed across regions and support teams. • Support governance of mobile onboarding, changes, transfers, suspensions, cancellations, and leavers processes. • Ensure mobile telephony data remains accurate, complete, and aligned with user, cost centre, regional, and service records. • Act as a specialist escalation point for mobile usage, billing, supplier, policy, and service issues. • Identify control weaknesses and drive corrective actions to improve operational discipline. 3. Data Analysis, Insight and Reporting Use mobile telephony data to identify trends, risks, savings, anomalies, and improvement opportunities. Responsibilities include: • Conduct regular analysis of mobile usage, roaming, billing, device, SIM, and tariff data. • Identify patterns, anomalies, inactive services, excessive usage, duplicate charges, and cost leakage. • Create clear reporting that translates complex usage and billing data into practical insight and action. • Provide regular reporting to IT, Finance, Procurement, business stakeholders, and service leadership. • Track savings opportunities, actions, benefits, exceptions, and performance trends. • Improve data quality, reporting automation, and dashboarding where appropriate. 4. Cost Optimization and Commercial Control Drive sustainable reduction of mobile telephony cost while protecting service quality and user needs. Responsibilities include: • Identify and deliver mobile cost optimization opportunities across tariffs, roaming, inactive lines, unused services, and supplier charges. • Reviewing billing and usage against contracts, commercial terms, policy, and expected service consumption. • Support tariff reviews, contract benchmarking, renewal analysis, and commercial improvement activity. • Work with Procurement and Finance to challenge incorrect charges, billing errors, and supplier performance issues. • Recommend practical changes to reduce avoidable spending without reducing essential service capability. • Measure and report realized savings, avoided costs, and financial improvement outcomes. 5. Policy Governance and Compliance Ensure mobile telephony usage aligns with company policy and expected standards. Responsibilities include: • Monitor mobile usage against company policy, regional requirements, and approved business use standards. • Identify policy exceptions, unusual usage, non-compliance, and areas where controls need improvement. • Provide recommendations to improve mobile policy, guidance, controls, and approval processes. • Support policy communication and ensure users understand expected usage behaviours. • Work with HR, Legal, Security, Finance, and regional teams where policy exceptions or sensitive usage issues require escalation. • Ensure mobile telephony governance supports audit, compliance, cost control, and responsible usage. • 6. Supplier and Vendor Management Support • Support effective management of mobile carriers, telecoms providers, and managed service partners. • Responsibilities include: • Work with mobile vendors and managed service providers to resolve billing, service, reporting, and operational issues. • Monitor supplier performance against service expectations, billing accuracy, responsiveness, and issue resolution quality. • Support supplier service reviews with data, trends, risks, improvement actions, and commercial insight. • Escalate recurring supplier issues and ensure corrective actions are tracked to closure. • Support procurement and commercial stakeholders with contract renewals, negotiations, and supplier challenge activity. • Ensure supplier reporting is accurate, timely, complete, and aligned to Group IT requirements. 7. User Education and Adoption Improve employee awareness and responsible use of mobile telephony services. Responsibilities include: • Develop and maintain user guidance, training content, communications, and quick reference material for mobile services. • Educate employees on cost-effective mobile use, roaming prevention, policy compliance, and available support routes. • Support targeted campaigns where usage trends show avoidable spend or repeated behavioral issues. • Work with support teams to ensure consistent answers are provided to common mobile telephony queries. • Use insight from user behavior, service requests, incidents, and billing data to improve guidance and self-service content. • Promote a simple and sustainable employee experience for mobile service use. 8. Continual Improvement and Service Quality Drive ongoing improvement in mobile telephony operations, controls, reporting, and user outcomes. Responsibilities include: • Maintain a mobile telephony improvement backlog and roadmap. • Identify opportunities to simplify processes, improve data quality, automate reporting, and reduce manual effort. • Support improvements to mobile request workflows, approval processes, lifecycle controls, and knowledge content. • Review recurring issues and identify root causes across billing, supplier performance, user behaviour, and support processes. • Track improvement actions and report progress against agreed outcomes. • Stay informed on mobile telephony trends, supplier capabilities, regulatory considerations, and emerging technologies. Key Responsibilities The Mobile Telephony Team Manager will: • Lead and manage the mobile telephony/expense team, ensuring clear priorities, quality standards, workload balance, and delivery accountability. • Coach, develop, and support team members to improve capability, confidence, service quality, data accuracy, and commercial awareness. • Run regular team performance reviews covering operational delivery, billing accuracy, cost optimization, supplier issues, user escalations, and improvement actions. • Own and maintain operational visibility of the global mobile telephony estate. • Analyze mobile usage, billing, roaming, tariff, and supplier data to identify trends, issues, risks, and savings. • Drive mobile telephony cost optimization without compromising service quality or legitimate business needs. • Monitor usage against policy and recommend improvements to controls, guidance, and governance. • Support supplier management through billing challenge, performance insight, service reviews, and issue escalation. • Create reporting and insight for IT, Finance, Procurement, service owners, and business stakeholders. • Develop training content and user guidance to improve responsible mobile usage and reduce avoidable cost. • Maintain mobile service documentation, process guidance, and operational knowledge content. • Identify and drive continual improvement across mobile processes, reporting, automation, lifecycle control, and employee experience. • Partner with Workplace Technology Services, ITSMO, Finance, Procurement, Security, HR, regional teams, and mobile vendors. Key Deliverables • The Mobile Telephony Team Manager will: • Lead and manage the mobile telephony/expense team, ensuring clear priorities, quality standards, workload balance, and delivery accountability. • Coach, develop, and support team members to improve capability, confidence, service quality, data accuracy, and commercial awareness. • Run regular team performance reviews covering operational delivery, billing accuracy, cost optimisation, supplier issues, user escalations, and improvement actions. • Own and maintain operational visibility of the global mobile telephony estate. • Analyse mobile usage, billing, roaming, tariff, and supplier data to identify trends, issues, risks, and savings. • Drive mobile telephony cost optimisation without compromising service quality or legitimate business needs. • Monitor usage against policy and recommend improvements to controls, guidance, and governance. • Support supplier management through billing challenge, performance insight, service reviews, and issue escalation. • Create reporting and insight for IT, Finance, Procurement, service owners, and business stakeholders. • Develop training content and user guidance to improve responsible mobile usage and reduce avoidable cost. • Maintain mobile service documentation, process guidance, and operational knowledge content. • Identify and drive continual improvement across mobile processes, reporting, automation, lifecycle control, and employee experience. • Partner with Workplace Technology Services, ITSMO, Finance, Procurement, Security, HR, regional teams, and mobile vendors. Required Experience The successful candidate should have 10+years global enterprise accountability in: • The Mobile Telephony Team Manager will: • Lead and manage the mobile telephony/expense team, ensuring clear priorities, quality standards, workload balance, and delivery accountability. • Coach, develop, and support team members to improve capability, confidence, service quality, data accuracy, and commercial awareness. • Run regular team performance reviews covering operational delivery, billing accuracy, cost optimisation, supplier issues, user escalations, and improvement actions. • Own and maintain operational visibility of the global mobile telephony estate. • Analyse mobile usage, billing, roaming, tariff, and supplier data to identify trends, issues, risks, and savings. • Drive mobile telephony cost optimisation without compromising service quality or legitimate business needs. • Monitor usage against policy and recommend improvements to controls, guidance, and governance. • Support supplier management through billing challenge, performance insight, service reviews, and issue escalation. • Create reporting and insight for IT, Finance, Procurement, service owners, and business stakeholders. • Develop training content and user guidance to improve responsible mobile usage and reduce avoidable cost. • Maintain mobile service documentation, process guidance, and operational knowledge content. • Identify and drive continual improvement across mobile processes, reporting, automation, lifecycle control, and employee experience. • Partner with Workplace Technology Services, ITSMO, Finance, Procurement, Security, HR, regional teams, and mobile vendors. Required Skills and Capabilities • Strong team leadership, coaching, prioritisation, and performance management capability. • Ability to create accountability while maintaining a supportive, service-focused team culture. • Ability to balance team workload, operational demand, stakeholder expectations, and improvement priorities. • Strong analytical and data interpretation skills. • Good understanding of mobile telephony services, carriers, tariffs, roaming, SIMs, devices, and billing models. • Strong commercial awareness and cost optimisation mindset. • Excellent attention to detail and commitment to data accuracy. • Strong stakeholder management and communication skills. • Ability to challenge suppliers and internal teams using evidence-based insight. • Good understanding of policy governance, operational controls, and service management principles. • Strong problem-solving and root cause analysis capability. • Ability to turn complex data into clear reporting, recommendations, and actions. • Ability to manage multiple priorities and follow actions through to closure. • Continuous improvement mindset focused on simplification, automation, and sustainable outcomes. • Customer-focused approach with a practical understanding of employee technology needs. Preferred Qualifications • ITIL Foundation or higher. • Strong team leadership, coaching, prioritisation, and performance management capability. • Ability to create accountability while maintaining a supportive, service-focused team culture. • Ability to balance team workload, operational demand, stakeholder expectations, and improvement priorities. • Strong analytical and data interpretation skills. • Good understanding of mobile telephony services, carriers, tariffs, roaming, SIMs, devices, and billing models. • Strong commercial awareness and cost optimisation mindset. • Excellent attention to detail and commitment to data accuracy. • Strong stakeholder management and communication skills. • Ability to challenge suppliers and internal teams using evidence-based insight. • Good understanding of policy governance, operational controls, and service management principles. • Strong problem-solving and root cause analysis capability. • Ability to turn complex data into clear reporting, recommendations, and actions. • Ability to manage multiple priorities and follow actions through to closure. • Continuous improvement mindset focused on simplification, automation, and sustainable outcomes. • Customer-focused approach with a practical understanding of employee technology needs. Key Stakeholders • Strong team leadership, coaching, prioritisation, and performance management capability. • Ability to create accountability while maintaining a supportive, service-focused team culture. • Ability to balance team workload, operational demand, stakeholder expectations, and improvement priorities. • Strong analytical and data interpretation skills. • Good understanding of mobile telephony services, carriers, tariffs, roaming, SIMs, devices, and billing models. • Strong commercial awareness and cost optimisation mindset. • Excellent attention to detail and commitment to data accuracy. • Strong stakeholder management and communication skills. • Ability to challenge suppliers and internal teams using evidence-based insight. • Good understanding of policy governance, operational controls, and service management principles. • Strong problem-solving and root cause analysis capability. • Ability to turn complex data into clear reporting, recommendations, and actions. • Ability to manage multiple priorities and follow actions through to closure. • Continuous improvement mindset focused on simplification, automation, and sustainable outcomes. • Customer-focused approach with a practical understanding of employee technology needs. Measures of Success Success in this role will be measured by: • Strong team leadership, coaching, prioritisation, and performance management capability. • Ability to create accountability while maintaining a supportive, service-focused team culture. • Ability to balance team workload, operational demand, stakeholder expectations, and improvement priorities. • Strong analytical and data interpretation skills. • Good understanding of mobile telephony services, carriers, tariffs, roaming, SIMs, devices, and billing models. • Strong commercial awareness and cost optimisation mindset. • Excellent attention to detail and commitment to data accuracy. • Strong stakeholder management and communication skills. • Ability to challenge suppliers and internal teams using evidence-based insight. • Good understanding of policy governance, operational controls, and service management principles. • Strong problem-solving and root cause analysis capability. • Ability to turn complex data into clear reporting, recommendations, and actions. • Ability to manage multiple priorities and follow actions through to closure. • Continuous improvement mindset focused on simplification, automation, and sustainable outcomes. • Customer-focused approach with a practical understanding of employee technology needs.

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