9 days old

Technical Service Owner - Contact Centre & Telephony

Hook, England RG27 9
  • Job Code

Interested in joining a cause-driven, customer focused company dedicated to positively impacting the health of animals, people and the planet? Search our job listings below.

Were looking for a passionate Contact Centre and Telephony TSO (Technical Service Owner) to help us deliver and manage Elancos global contact centre and telephony estate.

Due to Elancos separation from Eli Lilly & Company, weve taken this opportunity to design a new Contact Centre & Telephony solution from the ground up. Weve completed the design & implementation process, but this is really just the beginning of this exciting change for Elanco.

The Contact Centre & Telephony TSO will partner closely with the Global Process Owner for Contact Centre and key business stakeholders to understand business needs and set the direction for the Contact Centre & Telephony services. The TSO will own the pipeline of work associated with the services, managing and prioritising demand from new initiatives, changes or problems. In addition, the TSO will drive associated projects to completion and communicate between business stakeholders and the broader TechOps team.

The Team

The TechOps team was created following the IPO of Elanco, separating from Elancos previous parent company Eli Lilly & Company. TechOps is responsible for all IT Infrastructure across the enterprise and looking to take the opportunity to think differently, build for the future and leverage modern technologies, services and processes. Internally, we like to describe TechOps as a start-up within an enterprise!

Youll spend your time:

  • Partnering with key Business & IT stakeholders to understand business needs and high-level requirements
  • Setting the direction for Contact Centre & Telephony by building and managing the roadmap
  • Having overall accountability for the services in your portfolio, whether design, build or operations you are accountable for ensuring your services are built and operated effectively
  • Managing the backlog of work for Contact Centre & Telephony
  • Prioritising needs within the backlog and making tough trade-off decisions
  • Embedding Contact Centre & Telephony solutions across the enterprise by running engagement activities (e.g. Comms, Tech Talks, Training sessions)
  • Evaluating Contact Centre & Telephony services to provide feedback, guidance and suggestions before we roll out new capabilities
  • Building a plan to rollout/implement new capabilities to ensure a smooth landing and strong adoption
  • Helping establish the operational and service management processes for the Contact Centre & Telephony services
  • Managing the budget and financial aspects of the Contact Centre & Telephony services
  • Partnering with the key vendors managing Contact Centre & Telephony services for Elanco
  • Researching and understanding the end user experience, looking for opportunities to improve it
  • Developing communications for multiple audiences (e.g. senior leaders, end users)
  • Engaging in the community (internally and externally) across multiple channels, looking to share, educate and inspire
  • Actively building and staying abreast of emerging technology directions related to Contact Centre & Telephony, guiding IT on how to interpret and best leverage the emerging technologies
  • Supporting the team in handling large incidents related to Contact Centre & Telephony
  • Ensuring security, privacy and quality practices are embedded in everything we do


The first stage is the application. After this, successful candidates will be invited to a 30min interview over web conference. Successful candidates from the first interview, will be invited to a 1-hour interview over web conference with 2 different individuals.


  • Extensive experience in technology project leadership, managing and advancing complex, global environments.
  • Extensive experience delivering enterprise technology solutions.
  • Extensive experience across contact centres & telephony services (preferred but not required: Genesys Pure Cloud, Microsoft Teams, Teams Direct routing, Voxbone (now Bandwidth), Sipcom)
  • Experience working in service owner or product management/owner roles.
  • Experience working with public cloud services (e.g. Microsoft O365).
  • Demonstrated influence and communication skills across all levels of IT and third parties.
  • Demonstrated strength in facilitation skills.
  • Strong organizational and communication skills with multiple examples of being able to convey complex ideas in a manner that resulted in a clear direction and result.

Education Requirements


Other Information

Occasional travel may be required.

Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status

Posted: 2021-09-12 Expires: 2021-10-11
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Technical Service Owner - Contact Centre & Telephony

Hook, England RG27 9

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