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Location: London, UK, Hybrid

Introduction to TM Forum

TM Forum is an association of over 700+ member companies, which include all of the world’s top 10 network and communications providers and stretch across 180 countries. Our members tap into

each other’s collective experiences and abilities to collaboratively solve complex industry-wide challenges, deploy new services, and create technology breakthroughs to accelerate change. We

help communications service providers (CSPs) and their suppliers to digitally transform and thrive in

the digital era. We do this by providing an open, collaborative environment and practical support

which enables CSPs and suppliers to rapidly transform their business operations, IT systems and

ecosystems to capitalize on the opportunities presented in a rapidly evolving digital world. You can

learn more at www.tmforum.org

Our vision is to drive the next wave of digital business growth – the digitization of every industry – by providing a common innovation platform to connect businesses, industries, and ecosystems. We do

this in a highly practical and agile way through collaboration programs and communities which lead

to rapid prototypes – ranging from digital business models to interconnectivity APIs – that have real world commercial applications. Complementing our collaboration programs, the Forum provides

thought-provoking digital business research and publications, industry best practices and standards

along with training programs to accelerate adoption, and events and workshops which connect top

business & IT leaders to learn, network, and develop meaningful partnerships.

As TM Forum has continued to grow we are investing in our ability to support our global, diverse

member community and internal team. This role will be a critical success factor in building out our

operational capability to provide world-class service levels, improving our levels of automation and

ensuring we proactively deal with cyber threats. The Support Team Lead will collaborate directly

with our members and across the entire organisation.

Are you ready to join a team that embodies ambition, courage, and passion in every endeavor?

At TM Forum, we take pride in our core values, which drive our mission to digitally transform the

world of communications. We're not just inclusive; we're a collaborative community that thrives on

diversity. We do the right thing, always.

If you're looking for a dynamic environment where innovation and teamwork are at the heart of

everything we do, TM Forum is the place for you. Join us, and together, let's shape the future of the

digital era. We are Ambitious, We are Brave, We are Passionate, We are Inclusive, We are

Collaborative, and We always Do the Right Thing within TM Forum.

Role Overview

The Support Team Lead will be part of the Data Technology and Digital Experience team, reporting

to the IT Operations Director. This role will have 2-3 direct reports and lead the team in supporting

approximately 130 staff spread across the world but primarily in Western Europe and the US.

Job Specification

• Lead and mentor the IT Operations team

o Facilitate day to day management responsibilities including team support, feedback,

planning and prioritization

o Ensuring the team meets SLAs and KPIs; OKR/Goals delivery o Tracking individual performance and providing coaching

• Deliver operational excellence to our organization and customers utilizing our website

o Work within our helpdesk and JIRA tools to track bugs, problems, and deploy

solutions

o Identify and implement process improvements, cost-savings, solutions and automation within team and larger organization

o Review and update Disaster Recovery and ensure applications, servers and backup

processes are effective and reliable.

o Lead software roll-outs, upgrades, and updates o Assisting in preparation of departmental budget, monitor and control costs

regarding equipment and online services

o Overseeing equipment deployment to staff and events o Ensuring best practice security is being implemented and enforced; Identify and

rectify security vulnerabilities

o Lead system, account and security audits o Monitor and communicate system uptime o Part of an on-call schedule for hardware outages and software problems o Directing training and onboarding

• Collaborate within technology team and cross-functionally

o Collaborate with development to ensure issues escalated by team are dealt with in a

timely manner

o Assist project management with execution of project deliverables o Work with managers across the organization to understand their requirements

Person Specification

• General

• Bachelor Degree or equivalent in IT related field

• 10 years of experience in IT

• 2-5 years experience of IT leadership

• Desired: Any certifications in Security+; Cloud+; CITM; CISM; ITMLP; PMP; or similar

• Experience with

• Required:

• Office 365 – Exchange, Sharepoint, Teams


• Azure Ad

• Jira

• Desired:

• Salesforce

• AWS (EC2, S3, etc)

• Aventri

• RMM/MDM solutions

• Power Automate / Boomi / similar iPaaS

• REST API experience

• Some development knowledge or experience

• ISO 27001/SOC 2 compliance

• Miscellaneous

• Eagerness to learn new systems and skills

• Display strong leadership aptitude, ability to make decisions on the fly, work

independently and work well with others

• Possess excellent communication skills and ability to communicate in professional

manner with staff and customers

• The ability to interact across all levels of an organization and across a global

environment, including some flexibility in hours

• Strong work ethic and ability to work on own initiative to apply knowledge and

deliver solutions.

• Must have strong ability to plan, organize and prioritize work


• Proven ability to work in a busy environment to deadlines

To apply

To apply for this position, please send your Curriculum Vitae and a supporting letter explaining why

you are the right person for the job, to recruit@tmforum.org

Diversity & Inclusion at TM Forum

TM Forum is an Equal Opportunity Employer that does not discriminate based on actual or perceived

race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or

handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record,

or any other characteristic protected by applicable federal, state, or local laws.

Some flexible hours needed to accommodate team calls in different time zones. Our people are

unique and many of our staff work flexibly in many ways. Please talk to us at interview about the

flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.